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Carlos Encalada
Open to opportunitiesL3 Support Engineer
I’m a Full Stack engineer using Node.js, React, and AI automation for SaaS.
PanamaL3 Support Engineer at Trilogy
About
I’m a Backend and Full Stack Engineer with 7+ years of experience spanning SaaS support engineering, backend architecture, API integrations, internal tooling, and AI-powered automation. I’m strong in Node.js, Express.js, React, AWS Lambda, and REST APIs, with a focus on authentication systems, distributed troubleshooting, and turning complex L2/L3 escalations into clear technical outcomes.
In my recent role as an L3 Support Engineer / Developer, I built automation workflows for enterprise SaaS support using Node.js, Axios, AWS Lambda, and OpenAI APIs. I created AI-powered diagnostic and file analysis modules with LangChain, vector search, AWS OpenSearch, embeddings, and automated summarization—then integrated GPT workflows with Kayako APIs to speed up case triage, ticket analysis, and support resolution. I also enhanced internal documentation and knowledge retrieval pipelines through vector indexing and AI-assisted search, and consistently translated recurring escalations into automation opportunities, bug reports, internal tooling, and process improvements.
Experience
L3 Support Engineer
Developed automation workflows for enterprise SaaS support and integrated OpenAI GPT diagnostics with Kayako to improve case triage and ticket analysis. Built AI-powered file/diagnostic analysis modules using LangChain, embeddings, and AWS OpenSearch, and supported complex L3 escalations while converting recurring issues into tooling and process improvements.
AWS LambdaOpenAI APILang ChainOpenSearchVector Search