About Matilde
I am a Technical Support and Operations Specialist with 5+ years of experience supporting digital products, APIs, and operational processes in fast-paced environments.
I help companies keep their operations running smoothly, reduce recurring incidents, and improve internal efficiency. My background includes Level 2/3 technical support, API troubleshooting, backoffice operations, and process documentation, working closely with Product Managers and Engineering teams.
How I can help you:
• Operational & backoffice support
• API incident analysis and coordination (REST, Postman, logs)
• Technical troubleshooting (L2/L3)
• Process review and documentation
• Ticketing tools optimization (Freshdesk, Jira)
• Cross-team coordination and escalation
I am used to working autonomously, prioritizing tasks, and delivering clear, actionable results.
English
Native or bilingual
Spanish
Native or bilingual
Catalan
Native or bilingual
French
Fluent
Remote only
Primarily works remotely
Experience
- VeepeeCentral Support Agent / API ManagerJanuary 2023 - Today (3 years and 5 months)Barcelona, SpainLevel 2/3 technical support, resolving complex product and API incidents using Postman, Datagrip, Filezilla, and Jira. Escalated critical bugs and collaborated directly with Product Managers and Engineers to ensure resolution. Created and maintained internal documentation, improving support efficiency by 25%. Reduced tickets per point of sale by 30% through process optimization and reimplementation of items in Freshdesk. Exceeded ticket resolution time targets by 20%, managing additional API integrations. Contributed to team GMV growth by 15% through proactive operational improvements.
- StockagileSupportJanuary 2020 - January 2023 (3 years)Level 1 and 2 technical support, resolving product incidents, technical errors, and system integrations. Developed guides and internal documentation, reducing recurring incidents by 25%. Analyzed data and tracked error patterns, proposing improvements to Product and Development teams. Implemented transporter database, improving team traceability and efficiency by 20%. Managed Freshdesk for ticket handling, KPI reporting, and SLA monitoring.
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Education
- Digital Marketing & Automation Marketing Training in SEM, SEO, Social Media, CRM, marketingURJC online2025Digital Marketing & Automation Marketing Training in SEM, SEO, Social Media, CRM, marketing
- The Complete SQL BootcampUdemy2024The Complete SQL Bootcamp