Daniel Martinez

Advanced technical support for Confluence Cloud, covering first-party and third-party app issues for Atlassian customers worldwide.

• Owned end-to-end resolution of complex issues involving root cause analysis and coordination with Engineering and Product teams
• Consistently met SLA commitments while maintaining customer satisfaction above team targets
• Reproduced customer-reported bugs in sandbox and production environments and filed evidence-based reports that drove product fixes
• Authored 20+ knowledge base articles, SOPs, and escalation runbooks adopted by the support team, reducing time-to-resolution on recurring issues
• Mentored and paired with junior engineers on troubleshooting methodology, case reviews, and ticket handling best practices
• Built internal automation and tracking scripts that cut time spent on repetitive tasks, improving team throughput and metric visibility

L1/L2 support engineer for multiple production applications serving a US-based client, managing incidents, problems, and changes under ITIL practices on ServiceNow.

• Diagnosed and resolved production issues across Linux/Unix and Windows environments, including log analysis, job administration, and observability through Splunk
• Wrote SQL queries for troubleshooting and data validation, and shell/bash automation that eliminated hours of manual work

New personal project where I write about things that I feel passionate about; built and deployed the site myself on Next.js with TinaCMS and Vercel.

Built and maintain a POS system used daily in a family-run business, handling hosting, DNS and SSL configuration, deployment, and ongoing support for real end users.