Darius Raia

Passionate about customer communication and dedicated to meeting their requirements, as an Implementation Engineer for a leading cloud company, I specialize in implementing cloud email services, transactional email, and email security solutions. My responsibilities include: ️

• Interfacing with customers worldwide to understand their needs and ensure seamless implementation of cloud email services, SMTP, and REST APIs. ️
• Coordinating enterprise implementation projects, collaborating closely with internal sales teams, technical consultants, and customer success managers to deliver tailored solutions. ️
• Providing technical consulting to customers, offering project management and ensuring contractual requirements are met while adhering to SLAs. ️
• Conducting thorough testing to guarantee the reliability and functionality of implemented solutions, minimizing downtime and maximizing customer satisfaction. ️
• Expanding technical skills by learning VPN and networking, specifically Palo Alto VPN, to enhance expertise and provide comprehensive support to customers.

As an IT Application Support Engineer tasked with overseeing pipeline systems for collecting and processing data from SMT Bosch factories, my role encompassed: ️

• Monitoring and maintaining intricate pipelines designed to efficiently gather data from factory systems. ️
• Leveraging GitLab for version control and collaborative development, ensuring seamless deployment and management of pipeline configurations. ️
• Proficiency in Linux systems to manage and optimize pipeline performance, enhancing data processing efficiency. ️
• Facilitating incident management processes to swiftly address any pipeline disruptions or data processing issues, minimizing downtime and ensuring data integrity. ️
• Collaborating with cross-functional teams to manipulate and format collected data to meet customer specifications, delivering actionable insights in the desired format.

• Conducting bug testing and troubleshooting in a dynamic, multicultural setting to ensure seamless customer experiences. ️
• Utilizing SQL queries to analyze and address database-related issues, enhancing system performance and reliability. ️
• Proficiently diagnosing and resolving HTML, CSS, and JavaScript errors encountered in various web browsers, ensuring optimal functionality for users worldwide. ️Collaborating cross-functionally with diverse teams to provide comprehensive technical solutions and support in a fast-paced e-commerce environment.

• Overseeing support tickets, either by directly addressing customer inquiries or involving a suitable member of the core development team when necessary. ️
• Monitoring the support inbox to ensure timely responses within 24 hours of submission for both customers and potential customers. ️
• Conducting local testing of bug reports and documenting them in our project system with appropriate detail and testing instructions once a bug is confirmed legitimate. ️
• Performing pre-release QA testing by thoroughly testing plugins to identify potential issues and documenting them accordingly. ️
• Monitoring all social media channels for relevant discussions and actively participating in those conversations. ️
• Assisting in organizing regular user testing sessions, gathering feedback from forums, and representing the voice of the community. ️
• Developing hacks and code snippets to address specific issues as they arise. ️Creating tutorials, documentation, screencasts, and other educational materials to aid users in achieving success.