Support Engineer · AWS · Python · AI / ML

Omar
Gonzalez.

B2B support specialist with hands-on experience in SaaS platforms, AWS, and data analysis. Electronics engineer passionate about applying machine learning to make lives easier.

7+
Years in support
4
Companies worked with
8
Certifications earned
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About

Engineer.
Analyst.
Problem-solver.

I'm a B2B Support Specialist with experience in solution implementation for client contact and payment operations. Skilled in AWS, Python, SQL, and data analysis — I focus on resolving complex platform issues and ensuring smooth SaaS operations for enterprise clients.

I hold a B.Sc. in Electronics Engineering from UNEXPO. Beyond day-to-day support I actively pursue certifications in machine learning, cloud, and AI — bridging engineering fundamentals with modern data tooling.

Passionate about applying engineering knowledge to make lives easier, with a growing focus on ML and intelligent automation. Based in Colombia and open to remote roles globally.

Python AWS SQL Data Analysis Machine Learning B2B Support VoIP Oracle DB Electronics Eng.
Experience
Sep 2025 — Now
Technical Support Engineer
NICE
Fast-paced support for SaaS platforms — resolving complex issues and ensuring smooth client operations. Supervised AWS instances, performed Oracle database consulting, and handled scripting and network troubleshooting to reduce downtime.
AWS Oracle SaaS Scripting
Jun 2021 — Present
Lead Customer Service Engineer
NICE (prev. LiveVox) · Resporg Coordinator
First point of contact for customers post-sale — onboarding new setups, understanding requirements, and providing tailored solutions. Led network troubleshooting efforts, resolving complex issues and improving client satisfaction across the platform.
VoIP Onboarding Network Resporg
Oct 2020 — May 2021
Customer Service Associate
Amazon
Provided customer support within Amazon's global operations, handling inquiries and escalations across multiple service channels.
Customer Service Escalations
Mar 2019 — Sep 2020
Customer Care Agent Lv1
eZLO Innovation
Front-line technical support for smart home IoT platform customers. Diagnosed device and connectivity issues, guided users through setup, and escalated complex cases to engineering teams.
IoT Tech Support Smart Home
Aug 2016 — Nov 2018
Research Assistant
UNEXPO
Designing and proposal for investigation proyects using PIC MicroControllers, MATLAB and Python for Machine Vision
Python Machine Learning Reasearch
Skills
Languages & Data
Python SQL Bash Octave
Cloud & Infra
AWS EC2 / Lambda S3 CloudWatch Oracle DB
AI / ML
Machine Learning Data Analysis Statistical Thinking IBM Watson
Support & Ops
B2B Support Log Review Troubleshooting VoIP / Telephony Resporg
Methodologies
Scrum / Agile Six Sigma SLA Management Client Onboarding
Platforms
NICE CXone LiveVox Salesforce Jira Zendesk
Certifications
2025
Claude Code In Action
Anthropic
2025
Scrum Master Certified (SMC)
Six Sigma Global Institute
2024
AWS Certified Cloud Practitioner
Amazon Web Services
2023
Machine Learning for Data Science and Analytics
ColumbiaX
2022
Statistical Thinking for Data Science and Analytics
ColumbiaX
2021
Numerical Methods with Octave
Universitat Politècnica de València
2021
IBM AI Applications with Watson
IBM
2020
IBM Professional Certificate for Python Data Analysis
IBM
Contact

Let's
work
together.

Open to collaborations, AI projects, and new roles. Based in Colombia — available globally, remote-first.