Vincent Michael Piña
Austin,TX
Summary
Experienced technical operations professional with over 5 years of progressive experience in enterprise-level technical support, client success, and data feed management. Adept at managing complex technical systems, supporting high-impact clients, and mentoring teams in fast-paced SaaS environments. Proven track record of implementing process improvements, building documentation frameworks, and driving operational excellence across support functions. Now seeking to transition into a leadership role as a Manager of Technical Support Operations.
Overview
8
8
years of professional experience
Work History
Enterprise Feed Manager | Enterprise Support Specialist I-III
Feedonomics
Remote
02.2020 - Current
- Built and sustained strong client relationships by delivering accurate, high-quality technical support to top-tier enterprise clients across a variety of industries.
- Served as technical lead during complex onboardings and integration overhauls, working cross-functionally with Engineering and Senior Leadership teams.
- Provided expert-level support on data feed management, custom rule creation, API integrations, and advanced troubleshooting across platforms such as Google, Meta, Bing, Snapchat, and job board aggregators.
- Acted as a trusted escalation point for high-impact issues and large-scale client needs, ensuring swift resolution and minimal disruption.
- Maintained deep working knowledge of Feedonomics' feed processing systems, including custom crawls, data transformations, image handling, and promotional feed setups.
- Functioned as a Solutionist by identifying and resolving highly technical, uncommon, or undocumented issues affecting feed performance and data integrity.
- Led process improvement initiatives and contributed extensively to internal documentation for enterprise support workflows, including troubleshooting guides for import/export errors.
- Trained and mentored new hires across multiple support roles, helping ramp up junior team members and improve team performance.
- Managed a high volume of technical support tickets via Zoho while collaborating across communication platforms (Slack, Gmail, Monday.com).
- Leveraged tools such as Postman, Filezilla, and AI-powered utilities to automate diagnostics and enhance support operations.
- Proficient with Salesforce, Zoho, Toggl, Google Workspace, Excel, and various monitoring/reporting tools.
- Pioneered and implemented scalable automation workflows including promotional feed handling, size breakage aggregation, and image asset optimization.
- Recognized internally for improving support operations through documentation, process ownership, and technical leadership.
Enterprise Solutions Specialist
Dover Fueling Solutions
Austin, USA
10.2019 - 01.2020
- Created Excel dashboards for sales reporting, warehousing inventory, and after market order intake/output.
- Served as key liaison between sales support and production/logistics leadership.
- Contributed to SOP documentation for after market support teams and ensured cross-department collaboration.
- Managed day-to-day client orders, claims, and inquiries with precision and speed.
Enterprise Account Manager | Solutions Operator | BDR
Shipwell
Austin, USA
11.2018 - 08.2019
- Managed full account lifecycle from early development, client onboarding, and general support operations.
- Provided 24/7 support for high-value enterprise clients, ensuring on-time delivery and rapid issue resolution.
- Created Looker dashboards to track account growth for presentations with Sales Management
- Managed escalations, and client rate agreements
- Directed carrier support team members through 3PL rate contracts and signed off agreements.
- Maintained accurate records of all client interactions using CRM software.
- Collaborated with cross-functional teams including sales, marketing, product development, and engineering to develop customized solutions for enterprise clients.
- Identified new business opportunities within existing accounts.
- Managed multiple accounts simultaneously while meeting tight deadlines.
Account Manager
Container Management
Austin, USA
02.2017 - 10.2018
- Managed service scheduling, vendor relationships, and project estimation.
- Consulted on municipal compliance and handled full sales lifecycle.
- Built out customer profiles, quotes, and purchase orders for construction clients.
- Provided training and guidance to new Account Managers.
- Negotiated contracts with clients to maximize profitability.
- Resolved customer complaints in a timely manner.
- Coordinated with internal teams to ensure timely delivery of products and services to clients.
Residential Customer Service Agent (Contract)
Austin Energy
Diffusion Operator (Contract)
Freescale (NXP) Semiconductors
Technical Support Agent, Assistant Site Trainer (Contract)
General Motors
Assistant Bookkeeper, Business Center
HEB
EMT Basic Intern
Austin-Travis County EMS
Intern - Research Assistant
Department of Homeland Security
Skills
- Technical Support Operations
- People Leadership & Mentorship
- Product Feed Management
- API Integrations & Troubleshooting
- Process Improvement & Documentation
- Data Analysis & Automation
- Client Relationship Management
- CRM & Ticketing Tools
- Project Coordination & Cross-functional Collaboration
- Excel
- Google Sheets
- Postman
- Filezilla
- Feedonomics Platform
Timeline
Enterprise Feed Manager | Enterprise Support Specialist I-III
Feedonomics
02.2020 - Current
Enterprise Solutions Specialist
Dover Fueling Solutions
10.2019 - 01.2020
Enterprise Account Manager | Solutions Operator | BDR
Shipwell
11.2018 - 08.2019
Account Manager
Container Management
02.2017 - 10.2018
Residential Customer Service Agent (Contract)
Austin Energy
Diffusion Operator (Contract)
Freescale (NXP) Semiconductors
Technical Support Agent, Assistant Site Trainer (Contract)
General Motors
Assistant Bookkeeper, Business Center
HEB
EMT Basic Intern
Austin-Travis County EMS
Intern - Research Assistant
Department of Homeland Security
Similar Profiles
Kyle GomezKyle Gomez
Technical Project Manager at FeedonomicsTechnical Project Manager at Feedonomics
Jacqueline KimJacqueline Kim
Supervisor, Marketplace Enterprise Feed Management at FeedonomicsSupervisor, Marketplace Enterprise Feed Management at Feedonomics
YASHWANSHI BHUJBALYASHWANSHI BHUJBAL
Product Owner at FeedonomicsProduct Owner at Feedonomics
Ethan CrawfordEthan Crawford
Sales Representative Team Leader at Applied Micro TechnologySales Representative Team Leader at Applied Micro Technology
THOMAS REPPUHNTHOMAS REPPUHN
Sales Representative at Pepsi Beverages GroupSales Representative at Pepsi Beverages Group