Luis Luna

Senior Technical Support Specialist

Knack

Oct 2022 - Jul 2026 (3 years 10 months)

• Investigated complex customer issues involving REST APIs, custom JavaScript and CSS, and configurations within a no-code/low-code application platform.
• Analyzed backend logs and server behavior to diagnose performance, reliability, and account-specific issues in an AWS-hosted environment.
• Reviewed and reproduced bugs reported by the Support team, documented technical findings, and escalated actionable cases to Engineering for code-level resolution.
• Provided practical workarounds when available and communicated technical findings in clear, customer-facing language.
• Served as a first-line investigator for emergency requests and coordinated with internal teams to move urgent issues toward resolution.
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Customer Care Representative

The New York Times

Jun 2022 - Oct 2022 (5 months)

• Documented customer inquiries, complaints, transactions, and resolution steps in accordance with service procedures.
• Resolved account, billing, and service questions and verified that requested changes were completed correctly.

Tier II Support Engineer

Liveperson

Nov 2019 - May 2022 (2 years 7 months)

• Resolved escalated technical issues involving HTML, CSS, JavaScript, REST APIs, and customer-specific platform integrations.
• Used SQL queries to inspect data exchanged between services and support root-cause investigation.
• Monitored service health and reviewed application logs using Grafana and Kibana.
• Tracked defects and engineering escalations in Jira while managing customer communication through Salesforce and Zoom.
• Authored troubleshooting articles for undocumented issues; selected content was later published for customer self-service.

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Tier I Support Agent

Cafex Communications

Dec 2017 - Oct 2019 (1 year 11 months)

• Provided first-line technical support through Zendesk tickets and chat, addressing customer questions and product issues accurately and promptly.
• Assisted customers with website implementation tasks using HTML and JavaScript.
• Supported trial users and responded to pre-purchase technical questions.

Technical Support Level II & Social Media Moderator

Western Digital

Nov 2010 - Sep 2017 (6 years 11 months)

• Progressed through Level I, NAS-focused, and Level II support responsibilities during a nearly seven-year tenure.
• Troubleshot Western Digital software, USB drives, internal drives, NAS devices, RAID configurations, and small-business storage systems.
• Participated in the pilot team dedicated to NAS support and handled increasingly complex storage and network-related cases.
• Used remote support methods and SSH commands to diagnose connectivity issues and apply supported NAS configuration changes.
• Served as a senior Level II resource for the local support team and assisted with difficult customer cases.

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