Romeo Palacios
Authorium
Los Angeles,CA
9
years of professional experience
Results-driven Technical Support Engineer with over 6 years of experience in SaaS, IT, and GovTech environments. Expertise in SQL debugging, REST API troubleshooting, and GitHub workflows, complemented by strong documentation skills and a commitment to customer-facing technical support. Demonstrated ability to resolve complex production issues effectively while collaborating with Engineering and Product teams to enhance overall service quality. Passionate about leveraging technical knowledge to drive customer satisfaction and operational efficiency.
Work History
Technical Support Engineer
1 Year 3 Months- Support government agencies through Jira, Google Meet, and Microsoft Teams.
- Debug API integrations and platform issues across the Authorium GovTech platform.
- Lead customer troubleshooting sessions with local and state government clients.
- Maintain and deploy external documentation using GitHub, HTML, CSS, and JavaScript.
Customer Support Engineer
1 Year 1 Month- Troubleshot SQL models, APIs, and enterprise SaaS integrations.
- Investigated production issues using Datadog and AWS.
- Used GitHub, Python scripts, Jira, and Confluence while collaborating with Engineering.
Customer Success Engineer
7 Months- Supported Reverse ETL customers via Intercom, Slack, Email, and Zoom.
- Debugged SQL, GraphQL, REST APIs, and SaaS integrations.
- Worked with Snowflake, Redshift, GCP, Okta, GitHub, Notion, Jira, and Salesforce.
Field Service Analyst
4 Years 5 Months- Delivered enterprise desktop, executive, network, and AV support.
- Administered Active Directory, SCCM, Office 365, Intune, VPN, and MFA.
- Performed PowerShell scripting, imaging, deployments, and ServiceNow incident management.
- Supported office openings, hardware rollouts, and infrastructure projects.
Software Support Representative
4 Months- Provided Tier 1 Windows and macOS support through phone, email, and ticketing.
- Resolved software issues and guided customers on product usage.
Education
BA - Political Science
- Python & Data Science
- HTML, CSS & JavaScript
Skills
SQL
REST APIs
GitHub
HTML
CSS
JavaScript
Python
AWS
Datadog
GraphQL
Jira
Zendesk
Intercom
ServiceNow
Active Directory
SCCM
PowerShell
Office 365
Intune
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Technical Support Engineer
Authorium
04.2025 - CurrentRead More
Customer Support Engineer
ActionIQ
11.2023 - 12.2024Read More
Customer Success Engineer
Hightouch
09.2022 - 04.2023Read More
Field Service Analyst
First Republic Bank
04.2018 - 09.2022Read More
Software Support Representative
IDrive
12.2017 - 04.2018Read More
Freemote
from HTML, CSS & JavaScript
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General Assembly
from Python & Data Science
Read More
UC San Diego
BA from Political Science
Read More