Loading profile…
Roberto Alex Dragan
Looking for a jobTechnical Product Support / Operations
Technical Product Support / Operations at Civitfun, investigating API integration failures for hospitality SaaS customers.
SpainTechnical Product Support / Operations at Civitfun (Part of HBX Group)
Experience
Technical Product Support / Operations
Investigates API integration failures across hospitality SaaS platforms, tracing errors in Kibana logs and checking data anomalies in Metabase. Escalates issues to Product and Engineering with reproduction steps and scope.
API IntegrationKibanaMetabasePostmanBrunoJSONXMLAuthenticationAuthorizationJiraB2B Supportincident investigationEscalation ManagementDocumentation
Technical Customer Success
Moved into product support and operations after one month.
Customer Support Specialist
Supported hundreds of global SaaS and gaming-platform users in a high-volume, fully remote environment, holding 95%+ quality and KPI scores. Investigated account, access, entitlement, billing, and product issues using internal tools and documented workflows.
Customer SupportSaaSGaming PlatformsIssue investigationEscalation ManagementDocumentationJiraHubSpotMicrosoft 365
Education
SuccessCOACHING
Certified Customer Success Manager (CCSM) certification completed in 2024.
Certified Customer Success Manager (CCSM) certification completed in 2024.
Salesforce
Salesforce Sales Development Representative certification completed in collaboration with SV Academy in 2024.
Salesforce Sales Development Representative certification completed in collaboration with SV Academy in 2024.
IES San Isidro
Administrative Management (Grado Medio) completed from 2019 to 2021.
Administrative Management (Grado Medio) completed from 2019 to 2021.