Esteban Bejarano

Technical Support Engineer @ TerraPay

About

Hello! I am a passionate Technical Support Specialist with a strong background in customer service and software troubleshooting. Experienced in API integrations, IT solutions, and process optimization. Skilled in diagnosing and resolving complex technical issues, ensuring seamless user experiences. I have completed a Postman course, enhancing my ability to test and troubleshoot APIs efficiently. My expertise extends to handling software integrations, SQL querying, and leveraging monitoring tools to improve system performance. With a customer-first mindset, I bridge the gap between technology and user needs, providing clear solutions and exceptional support. I enjoy tackling technical challenges head-on, turning roadblocks into opportunities for improvement. Whether it’s streamlining a workflow, debugging an integration, or helping a user get back on track, I take pride in making technology work better for people. If you’re looking for someone who combines technical expertise with a problem-solving approach that prioritizes users, I’d love to hear about your challenges and explore how I help!

Country

Colombia

City

Bogota

Industry

Information Technology & Services

Skill

DBeaver, Support Management, API Testing, Network Administration, Data Center Operations, Sales, Customer Relationship Management (CRM), Databases, API Development, Postman API, Zendesk, Jira, SQL, Technical Support, Customer Support, Record of succes, Establecer prioridades del trabajo, Comunicación oral, Capacidad de análisis, Resolución de problemas

Experience

Technical Support Engineer

TerraPay

2023-12 - Present · 2 yrs 10 mos

Provide technical support for TerraPay’s cross-border payment platform, resolving API, transaction, and integration issues. Diagnose and troubleshoot customer incidents through Postman, SQL, and log analysis before escalation. Monitor system health, track anomalies, and document fixes to enhance internal knowledge base. Collaborate with Engineering and Compliance teams to resolve recurring issues and ensure seamless global transactions. Maintain high satisfaction and response metrics through clear bilingual communication and proactive follow-ups.

Technical Support Specialist

XYZies

2022-3 - 2023-12 · 1 yr 10 mos

Provided front-line technical support for customers across voice, chat, and email channels, ensuring prompt resolution of issues and clear communication. Handled high volumes of inquiries with professionalism, guiding users through troubleshooting steps and documenting recurring problems. Leveraged each interaction to identify customer needs, offering relevant products or service upgrades, which led to increased customer satisfaction and sales. Maintained performance metrics such as AHT, FCR, and customer satisfaction scores while contributing to team sales targets through soft cross-selling techniques.

Technical Support Specialist

Lean Tech

2020-12 - 2022-3 · 1 yr 4 mos

Bogotá

Provided advanced technical support for Truckstop’s freight and logistics platforms, focusing on API integrations, system reliability, and user satisfaction. Investigated and resolved complex issues using SQL, Azure, Postman, and Jira. Collaborated with engineering teams to reproduce bugs and drive resolutions, while managing cases through Freshdesk and Zendesk. Monitored performance using tools like Grafana and DBeaver, ensuring seamless platform functionality and customer success.