JAKE GANDARA
Buford,GA
Summary
Technical Support Engineer with a strong track record of resolving complex issues and enhancing operational efficiency in print finishing support. Trusted by cross-functional teams for expert guidance and training, consistently driving customer satisfaction through proactive problem-solving and effective communication in high-pressure environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Duplo USA Corp
Buford, USA
02.2015 - Current
- Provide manufacturer-level technical support across Duplo's full product line, including print finishing equipment, third-party hardware, and related software systems.
- Deliver support through phone, remote, and field channels, assisting end users, dealer reps, field technicians, and internal teams across a wide variety of technical environments.
- Resolve issues ranging from operator setting adjustments and workflow problems to complex hardware rebuilds, machine-to-PC communication failures, and system-level troubleshooting.
- Escalated complex issues for field technicians and dealer reps, providing expert product knowledge and advanced troubleshooting support.
- Guide customers with limited technical knowledge through complex troubleshooting with patience, clarity, and a calm approach that helps de-escalate frustration.
- Work closely with factory engineers on software-level issues, part changes, and manufacturing-related support needs.
- Became a go-to support resource for print embellishment products, assisting customers and internal teams with workflows, troubleshooting, and field-level product challenges.
- Trained customers on equipment operation, workflows, and troubleshooting best practices, contributing to post-installation success and long-term satisfaction.
- Assisted with integrations and workflow-related issues involving third-party programs such as ONYX and Fiery, ensuring seamless user experiences.
- Partner with sales and marketing teams before and after product launches to improve sales support, strengthen product messaging, and share field feedback on product performance and customer pain points.
- Represent the company at industry events such as Printing United, delivering presentations, demonstrations, and direct engagement with prospective customers.
- Handle an average of approximately 10 support cases per day, with many cases requiring extended troubleshooting sessions due to issue complexity or customer skill level.
- Mentor newer technicians, support onboarding, contribute to documentation and training materials, and help improve support and escalation processes across teams.
Education
High School Diploma -
Mountain View High School
Lawrenceville, GA05-2013
Skills
- Technical Support
- Technical troubleshooting
- Escalation Management
- Workflow Integrations
- Software integration
- Workflow automation
- Technical Documentation
- Customer Success
- Account Support
- Cross-Functional Collaboration
- De-escalation
- Problem solving
- Relationship management
Certification
Technical Support Fundamentals, Google / Coursera, 02/01/23
Technical Tools And Environments
- RingCentral
- Email-based support
- Fiery
- Print finishing equipment
- Third-party print software and hardware
- PC-to-machine communication troubleshooting
- Hardware diagnostics and rebuild support
- Workflow troubleshooting
- Product demonstrations and presentations
Timeline
Technical Support Engineer
Duplo USA Corp
02.2015 - Current
High School Diploma -
Mountain View High School