Summary
Overview
Work History
Education
Skills
Timeline
Generic

Roel Cuellar

Kent,WA

Summary

I am a dedicated technical professional, whose first time on an airplane was when I went sky diving! This statement sums up my overall approach to problems, typically opting to face challenges head on. For the past 8 years I have aided and assisted in being a primary contact for both internal and external audiences in the eCommerce industry. As a SME in the eCommerce industry, I have served as primary contact for technical questionnaires, developed internal and external facing documentation, primary point of contact for project scoping and implementation, and aided in building business use-cases for technical decision making. These technical challenges lead to guidance in supporting decisions based on systems utilizing JSON, HTML, REST APIs, webhooks and a whole host of other technologies. My experience working with the latest in eCommerce merchant needs and technical requirements from an internal and external developer perspective would prove critically useful in this position.

Overview

8
8
years of professional experience

Work History

Senior Solutions Engineer

BigCommerce
09.2022 - Current
  • Meet with, scope and lead technical discussions with merchants in 5 to 100 Mil in online transactions
  • Includes merchants of all verticals, B2B, D2C, industrial, mechanical, apparel, outdoors gear, automotive, lifestyle etc
  • Mapped to 4 Sales Account Representatives but support NA and LATAM regions with technical guidance
  • Deliver documentation around complex and unique merchant use-cases that can be useful for the overall Solutions Engineering team
  • Including builds that utilize the latest frontend web languages like next.js, nuxt.js, Vue, React, HTML/CSS, REST APIs
  • Custom checkout integrations
  • API speed and performance
  • Website optimized for SEO/Speed
  • Work with internal and external team leaders to deliver on project scope, complexity and overall integrity of solution
  • SE assisted close of over 130k in MRR, 40% close opp rate in 2023

Solutions Engineer

BigCommerce
03.2019 - 09.2022
  • Mapped to over 5 in-bound sales representatives, it is my objective to lead technical discussion around a client’s eCommerce needs
  • This includes native platform solutions and scoping complex custom solutions such as headless eComm site deployments
  • Daily deliver platform demonstrations and solutions for US, MX and AUS regions
  • Examples: (please no contact) https://poolzoom.com, https://4xstore.com, https://mountaincrestgardens.com
  • Month of March, 15 SE assisted opportunities closed for over 22k in MRR
  • Lead team in 2020 for number of SE assisted closed sales opportunities, second in 2021 after being assigned to and training 5 new sales representatives at 100k in MRR.

Technical Trainer

BigCommerce
11.2016 - 03.2019
  • Owner of 3 main tasks: Support Call Review - Developer, C-Suite streaming session, covering recent client discussions with customer support teams regarding platform changes and updates
  • Technical Support Onboarding Program - Restructured program from 1 week to 3 weeks, to ensure client one-call resolution and client satisfaction metrics, despite a more complex platform offering
  • New Hire Onboarding Program - Run all new hire onboarding in Austin Texas Headquarters, including Sales, Support, and Development team new hires
  • Expanded training documentation to include regional differences for international training audiences.

Technical Support Representative

BigCommerce
02.2016 - 11.2016
  • Aid eCommerce merchants with technical support, design support and any advice they may need regarding Search Engine Optimization and general look and feel of their website
  • Escalate tickets to Tier 2 or Tier 3 support with appropriate technical steps for reproduction and potential workarounds.

Education

Associate of Science - Computer Science

South Texas College
Mcallen, TX
05.2015

Skills

  • PC Building and Troubleshooting (21 PCs built and sold to date)
  • Proficient in SaaS platforms and SaaS provider services (Google Cloud, AWS Cloud Computing Services, Azure)
  • Proficient in HTML/CSS/Javascript as well as object oriented programming and coding language syntax
  • Accustomed to researching developer and API documentation for developer focused solutions
  • Over 180 hours of online self paced education (Udemy, Youtube, Lynda)
  • Solution Design
  • Customer Engagement
  • Stakeholder Management
  • Requirements Gathering
  • Technical Requirements

Timeline

Senior Solutions Engineer

BigCommerce
09.2022 - Current

Solutions Engineer

BigCommerce
03.2019 - 09.2022

Technical Trainer

BigCommerce
11.2016 - 03.2019

Technical Support Representative

BigCommerce
02.2016 - 11.2016

Associate of Science - Computer Science

South Texas College