Manuel Eduardo Becerra Perez
Product Support Engineer @Nice Cognigy
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WORK HISTORY
Product Support Engineer @Nice Cognigy
Berlin, DE
Provided hands-on technical support and contributed to product improvements by collaborating with cross-functional teams. Focused on understanding customer issues and translating them into actionable input for the product backlog.– Shaped backlog priorities with data, analyzed ~200 support tickets monthly, surfaced recurring themes in planning sessions, and drafted clear user stories that accelerated key fixes and cut average resolution time by ~30%– Delivered frontline insights into product enhancements, teamed with PMs, Customer Success, and engineers to translate customer pain points into acceptance criteria and roadmap items– Partnered on root-cause investigations, reproduced issues, reviewed logs and dashboards, and outlined solutions aligned with our platform architecture– Validated post-release outcomes, worked with Customer Success to confirm fixes met user needs and tracked follow-up metrics to ensure sustained satisfaction
EDUCATION
Universidad Jorge Tadeo Lozano
B.A., Advertising
Espai d'art Fotografic
Master of Arts - MA, Photography
ABOUT MANUEL EDUARDO BECERRA PEREZ
I work where users, automation, and product delivery meet. Most of my experience comes from SaaS environments where customer needs, business priorities, and technical reality constantly influence each other.I am used to taking unclear situations and turning them into something concrete. I clarify the real problem, define the impact, break it into structured requirements, and prioritize based on value. I stay close to delivery to make sure what we ship actually solves the problem and can be validated with real outcomes.Lately I have been focusing on AI enabled workflows and conversational systems. I look at where self service experiences break down, align stakeholders around what really matters, and translate those insights into scalable automation improvements.I am comfortable moving from discovery and alignment to detailed user stories, API conversations, and release follow up. I like being close to both the user pain and the technical constraints.I care about ownership, clarity, and building systems that scale without adding unnecessary complexity.
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