Arturo Cruz
Pflugerville,TX
Summary
Seasoned Product Support Engineer with a strong background in delivering comprehensive technical support, and enhancing customer satisfaction. Known for being adaptable, dependable, and patient in high-pressure environments. Brings a contemplative approach to problem-solving, leveraging deep product knowledge to resolve complex issues efficiently. Ambitious and proactive in identifying opportunities for process improvements, driving cross-functional collaboration, and contributing to product enhancements. Skilled in conflict resolution, technical troubleshooting, and streamlining support operations to ensure a seamless user experience.
Overview
6
6
years of professional experience
Work History
Senior Product Support Engineer
Procore Technologies
08.2024 - Current
- Collaborated with Product & Technology leadership teams to standardize engineering tickets issued by the Product Support Engineers.
- Enabled higher-level leadership to generate insightful reports on pressing ticket trends and allocate resources effectively
- Developed and implemented Standard Operating Procedures to address gaps in product and support team workflows, improving operational efficiency and reducing issue resolution time
- Collaborated with cross-functional teams to identify knowledge gaps, creating essential resources that enhanced product understanding and improved support team effectiveness
- Drove process improvements by identifying recurring support challenges, streamlining escalation protocols, and enhancing customer satisfaction through faster response times and issue resolution
Product Support Engineer
Procore Technologies
Austin, TX
03.2022 - 08.2024
- Specialize in handling critical bug escalations that are vital to enterprise clients and premier support.
- Manage unique escalation requests for Data Deletion, Modification, and LaunchDarkly Feature Flags
- Provide focused training and leadership to support squads and tech coaches on a regular basis to ensure the technical knowledge of Project Management tools
- Bridge gaps between areas of documentation, support, team knowledge and focusing on product improvement with data gathered from customer feedback
- Establish relationships with CS, and P&T by working with Product Managers, UX, Engineers to provide a true voice of the customer to influence decision-making and establish cross-department policy
Customer Support Representative
Procore Technologies
03.2019 - 03.2022
- Troubleshooting, training, escalating, and routing clients’ technical inquiries via chats, emails and phone calls
- Aiding colleagues in technically advanced or high-stakes cases, particularly in terms of the Schedules Tool
- Consistently in the top ranked squad members, as measured by case assists
- Staying informed about product updates and bugs, surfacing relevant discussion topics during meetings, and expressing feedback to P+T on behalf of clients
Education
Associates -
San Jacinto Community College
Austin, TX01.2014
Skills
- Microsoft Office and Google Suite
- Salesforce and Slack
- Procore and BIM360
- DocuSign and XML training
- Atlassian JIRA and Confluence
- LaunchDarkly
- Technical troubleshooting
- Process improvement
- Customer relationship management
- Product improvements
- Escalation management
- Documentation management
- Cross-functional collaboration
- Product knowledge
Timeline
Senior Product Support Engineer
Procore Technologies
08.2024 - Current
Product Support Engineer
Procore Technologies
03.2022 - 08.2024
Customer Support Representative
Procore Technologies
03.2019 - 03.2022
Associates -
San Jacinto Community College
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