s

santiago ruiz

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Bogota D.C., Colombia

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  • Fuse
    Client Product Specialist - Implementation Manager
    Fuse
    Jan 2025 - Current (1 year 10 months)
    • Lead end-to-end client implementations for lending and financial technology solutions, ensuring seamless onboarding and system configuration aligned with client requirements.
    • Own project planning, scope definition, and execution timelines, coordinating cross-functional teams across Product, Engineering, and Operations.
    • Translate complex business and underwriting requirements into structured workflows, prescreening logic, and system configurations.
    • Manage integrations with third-party systems (LOS, LMS, APIs, external data providers), ensuring technical alignment and successful deployment.
    • Standardize implementation processes, documentation, and sprint planning to improve scalability and delivery efficiency.
  • Yuno
    Implementation Manager
    Yuno
    Jan 2024 - Jan 2025 (1 year 1 month)
    • Led strategic client onboarding and implementation projects, managing integrations from discovery through go-live.
    • Gathered business and technical requirements to design tailored integration strategies aligned with client infrastructure and payment ecosystems.
    • Oversaw API integrations, configuration, testing phases, and production deployments to ensure seamless platform adoption.
    • Acted as the primary point of contact for enterprise clients, managing timelines, technical dependencies, and cross-functional coordination.
    • Collaborated with Product and Engineering teams to resolve integration challenges and enhance implementation frameworks.
    • Developed structured implementation plans, documentation,
  • Twilio
    Technical Support Engineer 2
    Twilio
    Jan 2021 - Jan 2024 (3 years 1 month)
    • Led a team providing advanced technical support, conducting deep dives into customer issues to identify root causes and preventive solutions.
    • Provided technical guidance and training to clients, resolving complex API, SDK, and integration-related issues.
    • Collaborated with Sales Engineers during onboarding processes to ensure seamless solution integration, leveraging my understanding of software as a service (SaaS) principles, as Twilio operates within this model.
    • Delivered multilingual technical support (Spanish, English, Portuguese), building strong client relationships across global accounts.
  • NetApp
    Technical Support Engineer
    NetApp
    Jan 2019 - Jan 2021 (2 years 1 month)
    • Providing technical support and proactive issue resolution for enterprise clients.
    • Managed escalated incidents and coordinated cross-functional stakeholders to resolve high-priority cases.
    • Developed internal documentation and process guidelines to improve operational efficiency.
    • Utilized SQL for data analysis and troubleshooting to ensure timely resolution of technical issues.