Karsten Bennett
San Antonio
Summary
Strategic Technical Consultant with 8+ years of experience bridging the gap between complex SaaS API systems and Enterprise business goals. Proven track record of delivering ~$2.5M in solutions for Tier 1 global brands by leading technical implementations, managing cross-functional teams, and navigating high-stakes stakeholder communications.
Overview
11
11
years of professional experience
Work History
Payments Technical Support Specialist
Fullsteam Operations LLC
San Antonio, TX
09.2025 - Current
- SaaS Ecosystem Management: Provided expert level technical support for a diverse portfolio of integrated software solutions, ensuring seamless payment processing and operational continuity for high volume merchant groups.
- Cross-Functional Issue Resolution: Partnered closely with Product and Engineering teams to identify, document, and resolve complex system bugs, reducing average time to resolution for business critical escalations.
- API & Integration Troubleshooting: Diagnosed and resolved intricate integration hurdles between proprietary SaaS platforms and third party APIs, utilizing root cause analysis to prevent recurring technical issues
- Stakeholder Enablement: Developed comprehensive internal documentation and external knowledge base articles, empowering both internal and external teams and end-users to navigate complex platform features independently.
Customer Engineer II
Narvar
San Antonio, TX
01.2022 - Current
- Portfolio Management: Orchestrated the technical implementation and onboarding of 133+ projects, generating ~$2.5M in high quality solutions for Tier 1 Enterprise accounts such as Google, Ulta Beauty, and The Estee Lauder Company
- Technical Leadership: Led complex implementation architecture discussions for Strategic accounts, serving as the primary technical consultant for partner developer resources to ensure seamless "Go-Live" transitions
- Stakeholder Communication: Managed end-to-end project lifecycles, overcoming technical blockers and providing actionable business insights for both engineering teams and non-technical executive stakeholders
- Strategic Problem Solving: Identified and resolved critical integration and resource constraints, maintaining high quality standards while driving project progress under strict deadlines.
Implementation-Conversion Technical Consultant
Worldpay Integrated Payments
Durango, CO
01.2019 - 01.2022
- Strategic Team Foundation: Co-founded the Developer Integrations Premier Partner Support team, helping to establish the framework for expert level technical support for high revenue ISV partners (CDK Global, Covetrus, Tessitura).
- Saas API Consulting: Acted as the primary Subject Matter Expert for Developer Partiers, diagnosing and resolving complex SaaS API malfunctions to optimize partner performance
- Fraud Mitigation: Spearheaded large scale defense strategies against bot attacks and card testing events during the 2020 surge in e-commerce payments and collaborated with developers to implement custom mitigation solutions
- Partner Enablement: Developed and delivered technical training for developers, instilling best practices that reduced integration errors and fortified data security.
Technical Support Specialist
Vantiv Integrated Payments
Durango, CO
02.2016 - 01.2019
- Technical Problem Solving: Delivered first level technical support and remote troubleshooting for complex service and equipment issues, consistently exceeding resolution targets.
- Cross Functional Collaboration: Partnered with senior leadership and engineering via real time channels to escalate and resolve technical issues outside of standard scope, improving overall time to resolution
- Process Documentation: Meticulously documented case history and corrective actions, contributing to a centralized knowledge base that streamlined troubleshooting for the broader support team.
Inbound Customer Service Representative
Mercury Payment Systems
Durango, CO
08.2015 - 02.2016
- Client Relationship Management: Managed high volume inbound and outbound communications in a fast paced environment, focusing on building and cultivating lucrative client relationships through proactive support.
- Diagnostic Needs Assessment: Utilized strategic probing questions to accurately identify service gaps and technical needs, ensuring data integrity within electronic systems and CRM tools.
- Multi Channel Resolution: Monitored high priority queues and email inboxes to deliver rapid, accurate solutions via multiple media formats, consistently meeting service level agreements
Skills
- Project Management: Technical Implementation, Stakeholder Management, Go-Live Strategy, Resource Planning, Cross-functional Leadership, Agile Methodologies
- Technical Stack: SaaS API Architecture, Troubleshooting & Root Cause Analysis, LAN/WAN, DHCP/DNS, Ethernet/Firewalls, Hardware Diagnostics, MS Office, Google Workspace
- Specialized Expertise: Enterprise Account Management, Partner Enablement, E-commerce Fraud Mitigation
Timeline
Payments Technical Support Specialist
Fullsteam Operations LLC
09.2025 - Current
Customer Engineer II
Narvar
01.2022 - Current
Implementation-Conversion Technical Consultant
Worldpay Integrated Payments
01.2019 - 01.2022
Technical Support Specialist
Vantiv Integrated Payments
02.2016 - 01.2019
Inbound Customer Service Representative
Mercury Payment Systems
08.2015 - 02.2016