Summary
Overview
Work History
Education
Skills
Languages
Timeline

Julio Garcia

Greensboro,NC

Summary

Technical support leader with over 15 years of experience in enterprise support, customer experience, and technical service delivery. Proven ability to drive operational improvements in SaaS, hardware, and consumer tech environments through automation, mentoring, and strategic collaboration. Career spans from high-volume retail tech at Apple to global B2B leadership at Ensighten and CHEQ. Skilled in building scalable support systems, leading cross-functional teams, and enhancing customer satisfaction. Passionate about solving complex challenges, driving growth, and continuously learning in fast-evolving technical landscapes.

Overview

19
19
years of professional experience

Work History

Enterprise CX Technical Support Manager, Americas

CHEQ
08.2022 - Current
  • Spearhead regional support operations for the Americas, aligning technical execution with global strategy across 13 SaaS products
  • Led technical onboarding of six products and new team members post-merger, ensuring a seamless integration of support workflows and knowledge sharing
  • Deployed AI-assisted tools and automation within support channels, reducing ticket volume and operational costs while increasing resolution efficiency
  • Act as the primary escalation point for complex cases, collaborating with Product, Engineering, and CX teams to ensure successful resolutions
  • Drive internal documentation strategy, enabling faster team ramp-up and increased self-service rates among customers
  • Mentor and coach support engineers, fostering technical growth and consistent service delivery across the region

Lead Technical Support Engineer

Ensighten
07.2020 - 05.2023
  • Served as the senior technical escalation contact for global support teams, overseeing complex issue resolution and guiding process improvements
  • Designed and refined automation workflows for Tier 1 and Tier 2 support, reducing manual workload and increasing efficiency without added headcount
  • Contributed to a 1300+ article knowledge base by developing advanced troubleshooting documentation and ensuring accuracy across products
  • Partnered with Customer Success to support onboarding and technical reviews for high-value enterprise accounts
  • Took part in release testing and coordination, ensuring smooth deployments and proactive communication with internal stakeholders
  • Led incident response for critical issues, acting as liaison between support, engineering, and customer teams

Technical Support Engineer

Ensighten
09.2018 - 07.2020
  • Provided hands-on technical support for enterprise clients, with a focus on data privacy tools, consent management, and web tag technologies
  • Played a key role in maintaining support coverage and quality during a company-wide downsize, taking on additional responsibilities in documentation and process improvement
  • Authored internal playbooks and public-facing articles to help standardize support responses and accelerate onboarding for new team members
  • Collaborated with QA and Product teams during sprint cycles to identify issues and improve product stability
  • Resolved escalated support cases involving custom configurations, integrations, and platform bugs with minimal engineering involvement
  • Contributed to process automation efforts that increased team productivity and response consistency

Genius

Apple
05.2013 - 10.2018
  • Delivered advanced technical support and repairs for Apple products while mentoring a team of technicians, leading staff training, and maintaining high customer satisfaction
  • Recognized for resolving complex Mac and iOS issues and delivering award-winning service

Additional Roles at Apple

Apple
09.2008 - 05.2013
  • Delivered customer support and product education across retail and technical roles including Family Room Specialist, BOH Specialist, and Apple Specialist
  • Led inventory operations, facilitated customer training sessions, and provided hands-on support for Mac and iOS platforms
  • Contributed to store operations, product launches, and process improvements while maintaining strong product knowledge and high service standards

Customer Support Lead

Logitech
01.2007 - 01.2008
  • Managed and supported technical teams in consumer tech environments
  • Delivered hands-on customer service, developed training and documentation, and helped streamline operations through support content and process improvements

Customer Support Specialist

2Wire
01.2006 - 01.2007
  • Managed and supported technical teams in consumer tech environments
  • Delivered hands-on customer service, developed training and documentation, and helped streamline operations through support content and process improvements

Education

B.S. - Game Design and Programming

ITT Technical Institute
01-2012

A.A. - Graphic Design

ITT Technical Institute
01-2010

B.S. - Computer Engineering

University of New Orleans
01-2004

Skills

  • Leadership & Strategy - Leadership, Strategic Planning, OKR & KPI Tracking, Business Resilience, Start-up Environments
  • Customer Experience & Operations - Customer Escalation Management, At-Risk Customer Resolution, SLA Management, Service Level Improvement
  • Process & Project Management - Process Engineering, Change Implementation, Process Automation, Quality Control Management
  • Collaboration & Communication - Cross-functional Collaboration, Vendor Relationship Management, Global Team Alignment,
  • Knowledge & Support Systems - Knowledge Base Management, Self-Service Support, Professional Problem Solving, Data Privacy Compliance
  • CRM & Support Platforms - Zendesk, Salesforce, HubSpot, Freshdesk, Vitally
  • Project & Collaboration Tools - JIRA, Confluence, Bitbucket, Trello, Playvox, SimpleSat, Slack, Zoom, Webex, GoToMeeting, Google Meet, Teams, Microsoft Office Suite, Google Workspace, Adobe Creative Cloud,
  • Debugging & Testing - Visual Studio Code, Postman, Charles Proxy, Chrome Developer Tools, Safari Web Inspector
  • Development - HTML, CSS, JavaScript, JQuery (JSON/XML integration), C, Python, GIT, GitHub, MySQL, REST APIs (Swagger, Apiary), Grafana, Superset

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Enterprise CX Technical Support Manager, Americas - CHEQ
08.2022 - Current
Lead Technical Support Engineer - Ensighten
07.2020 - 05.2023
Technical Support Engineer - Ensighten
09.2018 - 07.2020
Genius - Apple
05.2013 - 10.2018
Additional Roles at Apple - Apple
09.2008 - 05.2013
Customer Support Lead - Logitech
01.2007 - 01.2008
Customer Support Specialist - 2Wire
01.2006 - 01.2007
ITT Technical Institute - B.S., Game Design and Programming
ITT Technical Institute - A.A., Graphic Design
University of New Orleans - B.S., Computer Engineering

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Julio Garcia