Jeison Stiven Betancourt Herrera
Medellín
Summary
Engineer with strong knowledge in payment method integrations, providing support for payment and integration issues, with experience in REST APIs, SQL, Postman, log analysis, and Salesforce. Recognized for a proactive approach, adaptability to customer needs, and strong interpersonal skills.
Skilled in managing technical projects, troubleshooting complex integration problems, and ensuring seamless system operations. Passionate about process automation using tools like n8n and AI, driving efficiency and reducing manual effort. Known for clear and effective communication, fast learning, and the ability to bridge theoretical knowledge with practical solutions while delivering impactful results in dynamic environments.
Overview
5
5
years of professional experience
3
3
Certifications
Work History
Support Engineer
ADDI
04.2024 - Current
- Lead end-to-end integration of the company’s payment methods for merchants, working with platforms such as Shopify, VTEX, and custom API-based solutions.
- Delivered technical support throughout full integration lifecycle, ensuring smooth setup, configuration, production deployment, and post-launch optimization.
- Troubleshot complex payment flow and integration issues using logs, Postman, and API debugging tools, ensuring seamless transaction processing.
- Designed and implemented automated workflows using n8n to resolve recurring support issues, reducing manual intervention and improving response times.
- Collaborated cross-functionally to document processes and streamline integration workflows, enhancing operational efficiency.
- Developed and executed PostgreSQL queries for data analysis and incident investigation, facilitating production-level corrections.
Tech Support Analyst
RAPPI SAS
04.2022 - 03.2024
- Delivered Level 2 technical support for Rappi mobile applications across LATAM, resolving complex operational and payment-related incidents to enhance user experience.
- Conducted root cause analysis and collaborated with development teams to diagnose, document, and escalate issues using SQL (Snowflake), Postman, Jira, Redash, and Amplitude, improving incident resolution times.
- Built Power BI and Redash dashboards to monitor operational performance, enabling data-driven decision-making for improved service delivery.
Support Engineer
Teleperformance
01.2021 - 04.2022
- Provided Level 2 technical support for network and telephony environments, resolving infrastructure and connectivity issues to ensure uninterrupted service.
- Diagnosed and resolved incidents related to VPN, DNS, VLAN, IP addressing, Active Directory, SIP, and VoIP within Avaya systems.
- Supported and maintained Avaya platform operations using tools such as PuTTY, WinMTR, TSAPI tests, Remote Desktop, and Bomgar.
- Validated agent station configurations (IP, VLAN, hostname) and conducted server connectivity and trace tests, ensuring reliable communication with telephony plant.
- Worked with core networking protocols including TCP/IP, DHCP, and DNS.
Education
Electronic Engineer -
Escuela Colombiana De Ingenieria Julio Garavito
01-2016
Skills
- Salesforce
- SQL
- API communication
- Power BI
- Grafana
- Redash
- Snowflake
- Dbeaver
- Postman
- n8n
- Retool
- JIRA
- Github
- Amplitude
Certification
ITIL, Scrum Master, Product Owner
Languages
English
Upper Intermediate (B2)
B2
Spanish
Native
Native
Timeline
Support Engineer
ADDI
04.2024 - Current
Tech Support Analyst
RAPPI SAS
04.2022 - 03.2024
Support Engineer
Teleperformance
01.2021 - 04.2022
Electronic Engineer -
Escuela Colombiana De Ingenieria Julio Garavito