Technical Support Analyst | B2B SaaS | Full Ticket Lifecycle, Triage & Escalation | Remote LATAM (UTC-3)
http://www.linkedin.com/in/agustinlastra
https://drive.google.com/drive/folders/1ZyEr6ZBQwRWIPUUj9gxTAphhN9bhTDS0?usp=sharing
Hi, I'm Agustín — a technical support professional with 6+ years managing the full incident lifecycle for B2B corporate accounts: intake, diagnosis, engineering escalation, and closure. I spent three years as the primary technical contact for 20+ enterprise accounts on Oracle Siebel CRM, then moved into leading support teams, where I cut average resolution time by 35% by redesigning intake and case routing.
Right now, I'm focused on Technical Support Analyst / Support Engineer roles at B2B SaaS companies with clients across Latin America — deep, high-context support work where the language and timezone I bring (native Spanish, working English, UTC-3) are an asset, not a footnote.
Longer-term, I'm building deliberately toward Infrastructure and Cloud Engineering, and eventually Cybersecurity. I don't see support as a detour from that path — I see it as the strongest possible foundation for it: nowhere else do you learn production systems, real user impact, and root-cause thinking as fast as you do on a support desk. This portfolio documents that foundation as I build it.
This section showcases the infrastructure projects, technical implementations, and troubleshooting scenarios developed in my HomeLab. Each project simulates real-world IT environments and demonstrates the process from planning and deployment to validation, troubleshooting, and documentation.
Projects fall into two types: Incident Response (INC) — a simulated support ticket, diagnosed and resolved end-to-end — and Infrastructure Build (BUILD) — a system designed and deployed from scratch.
Each project documents: