Randy Gil
Associate Technical Support Engineer @Recharge
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WORK HISTORY
Associate Technical Support Engineer @Recharge
Richmond, BC, CA
Used Splunk logs to perform root-cause analysis on application errors and process failures, ensuring precise issue identification.> Escalated complex bugs via Jira, coordinating with Engineering and Product teams and tracking ticket status to resolution.> Supplemented diagnostics with detailed context and logs, accelerating troubleshooting hand-offs and reducing time-to-fix.> Communicated resolution steps and workarounds clearly to merchants, maintaining transparency and high customer satisfaction.> Guided merchants through beta feature enablement, offering step-by-step support and collecting usability feedback.> Logged and relayed merchant feature requests and pain points to Product, ensuring customer insights inform roadmap decisions.> Adapted quickly to shifting priorities and evolving support processes—proactively seeking feedback and training to sharpen skills.> Distinguished issues arising from Recharge, Shopify, or other integrations, recommending effective workarounds when features weren’t supported.
EDUCATION
Codecademy
Diploma of Education
ABOUT RANDY GIL
As a Technical Support Engineer in the tech industry, I leverage my extensive experience to provide top-tier service and troubleshoot complex technical issues. I am proficient in using advanced tools such as Jira, Splunk, SQL, and Confluence to deliver effective solutions. Additionally, I review and interpret HTML, JavaScript, and CSS code as needed. My proven ability to communicate complex ideas clearly and concisely, coupled with my adaptability and positive attitude, enables me to excel in dynamic environments. I am passionate about helping others and continuously seek opportunities to grow and enhance my skills in the tech industry.
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