Agustin Noriega Technical Support Specialist | L3 Escalations | API & Data

L3 Technical Solutions Specialist

ShipHero

Oct 2025 - Mar 2026 (6 months)

Member of a Solutions / Technical Team providing L2–L3 technical support for a large-scale SaaS/FaaS logistics and fulfillment platform. • Executed real-time SQL queries (SELECT, JOIN, WHERE, INSERT, REJOIN) to investigate and validate data related to orders, products, inventory, and operational workflows. • Performed GraphQL operations and API reproductions using Postman to support internal actions such as inventory recalculations and system validations. • Troubleshot complex issues across picking, packing, sorting, shipping, labeling, and fulfillment workflows. • Managed internal and external tickets through Zendesk and collaborated via Slack with Engineering, Product, and Operations teams. • Escalated platform bugs and edge cases to Eng

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Platform Operations Specialist (PAM Ops)

NDA

Apr 2025 - Oct 2025 (7 months)

Production Investigation: Led deep-dive investigations into production incidents using advanced SQL queries on betting history, wallet states (Seamless/Transfer), and game transactions. System Observability: Utilized Honeycomb to trace the root cause of API latency and failures between the Game Server (RGS) and the Operator’s Platform (PAM). Integration Integrity: Validated Game Provider integrations (Slots, Crash Games) using Postman to ensure the precise execution of bet and win callbacks. Data Reliability: Diagnosed and resolved critical bottlenecks in high-frequency transactional data and inventory synchronization flows. Technical Liaison: Acted as the final escalation point (L3) between Ops and Engineering, providing JSON payload conte

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L2 Technical Support Coordinator

ReluTech

Jan 2024 - Apr 2025 (1 year 4 months)

Provided L2 technical support in a global environment, handling server and platform-related incidents for enterprise customers across the U.S., APAC, and EMEA regions. Troubleshot infrastructure and system issues using logs, diagnostics, and structured root cause analysis. Acted as a support coordinator, working closely with field engineers and external vendors to schedule on-site visits and resolve hardware-related incidents. Managed 60–70+ weekly support tickets via email, chat, and phone, maintaining high customer satisfaction while working night shifts. Performed incident triage and escalation, ensuring complex issues were documented and handed off effectively to engineering and technical teams. Improved ticket workflows and intern

Customer Support Specialist

Prex

Jun 2022 - Apr 2023 (11 months)

Me encargo de atender tickets, chats o llamadas entrantes de clientes de la empresa, gestionando sus consultas, dudas y reclamos de sus cuentas. Esto incluye la gestión de préstamos, cargas, ofertas, premios, transferencias, reimpresiones y renovaciones de tarjeta, así como el seguimiento de logística, extravíos, deudas, reportar fraudes y la derivación de casos. Uso de idioma inglés cuando es requerido. Además, mi experiencia como Customer Support Specialist en Prex fue directamente relevante para entornos fintech y SaaS, ya que Prex es una plataforma financiera digital que ofrece servicios a través de aplicaciones móviles y web, operando claramente bajo un modelo de Software como Servicio (SaaS). En este rol, proporcioné soporte técnico a

Representante del servicio de atención al cliente

Konecta

Jan 2021 - May 2022 (1 year 5 months)

My role as a Customer Service Representative at Konecta was directly related to SaaS and fintech environments. I worked on the PedidosYa account, which is a digital platform operating under a SaaS model, offering services through web and mobile apps. In that role, I provided technical and user support for software tools like POS systems, tablets, and the PedidosYa app itself. Additionally, we used both Salesforce and HubSpot as part of our daily workflow—managing customer interactions, tracking support cases, and maintaining communication records. This gave me direct, hands-on experience with CRM platforms and taught me how to follow structured support and onboarding processes in a high-volume environment. The experience also involved wor

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Retention Manager (iGaming)

NDA CASINO

May 2019 - Dec 2020 (1 year 8 months)

Managed a high-tier player portfolio for a leading international iGaming operator, focusing on player retention, loyalty, and lifetime value optimization. VIP Onboarding: Led the end-to-end onboarding process for high-value leads, ensuring a seamless transition into the platform's ecosystem. Strategic Retention: Developed and negotiated personalized retention offers, including deposit bonuses and tailored wagering (rollover) requirements to maximize engagement. Relationship Management: Maintained high-touch communication with top-tier players via phone and email to monitor satisfaction and prevent churn. Cross-functional Liaison: Acted as a technical and operational bridge, escalating and resolving complex issues related to payments, KYC, a

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Technical Support Manager (iGaming)

NDA CASINO

Nov 2018 - May 2019 (7 months)

Delivered front-line technical and operational support to online casino partners, ensuring fast resolution and high client satisfaction. Acted as the main communication bridge between B2B clients and internal technical/product teams. Provided clear, daily updates to partners regarding issues, bug status, and feature rollouts. Managed and prioritized support tickets, identifying recurring issues and proposing long-term solutions. Helped guide new clients during onboarding and early integration stages, ensuring a smooth launch experience. Collaborated with account management, product, and dev teams to streamline communication and improve client experience. Delivered front-line technical and operational support to online casino partners, ensur

Agustin Noriega

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