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Open to remote roles · Cali, Colombia (UTC−5)Open to remote roles · Cali

Santiago Sánchez Correa

Software Engineering Tier 3 Escalation Production Reliability

Building scalable systems and AI-powered solutions. I take the hardest escalations on a global reporting platform, trace them to root cause, and ship the fix with engineering.

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// email me directly santiagosanchezcorrea520@gmail.com
01 / about

Hybrid profile: support × software

I lead technical support for PRMS, the results-reporting platform CGIAR uses to monitor and evaluate research worldwide. My job is the cases nobody else can close: reproducing the bug, reading the logs and the data, finding the root cause and getting it fixed.

I work as the bridge to engineering — functional specs, navigable mockups and Jira tickets that developers can build from — and I ship fixes and features myself with AI-assisted, spec-driven development.

02 / experience

Experience

Alliance of Bioversity International & CIAT (CGIAR) · IBD Unit · Hybrid / Cali

2023 — Presentcurrent

Support Analyst — Lead Support, PRMS

PRMS Reporting Tool

  • Lead technical support for a global monitoring & evaluation platform; own escalations from Tier 1 and Tier 2 through root-cause analysis, bug reproduction and log tracing.
  • Investigate and analyze production data with advanced SQL (MySQL 8); tuned a reporting query with ~25 correlated subqueries by pushing filters into CTEs.
  • Write functional specs, navigable HTML mockups and Jira tickets for developer handoff; ship bug fixes and features with AI-assisted, spec-driven development.
  • Built glossary definition versioning (legacy vs. current cycles) with an admin interface; coordinate QA for Theory of Change epics.
  • Own FreshService administration and incident management for the unit; redesigned the CLARISA partner-validation flow (BPMN AS-IS / TO-BE).
2022 — 2023

Web Developer (internship) · Frontend & QA

  • Built frontend features with AngularJS and HTML.
  • Maintained QA for releases: test plans, retest tracking and release sign-off.
  • Provided application support while building product knowledge across modules.

Alohados.com

2026

QA & Customer Onboarding

  • Performed QA on the application ahead of its production launch.
  • After go-live, contacted customers to onboard them with guided walkthroughs of the app — direct customer-facing work.

Centro Comercial La Pasarela · Cali, Colombia

2017 — 2022

IT Technician

03 / consulting

Consulting & products

Retail · Cali · Co-founder

Granizados Catary

Multi-tenant POS and business platform I build, run and support for our shaved-ice shop: sales with inventory deduction, electronic invoicing, payroll, receivables/payables and a customer gamification engine.

Next.jsNestJSSupabasePOS
SaaS · Real estate · MVP pilot

chaovueltas.com

Rental-contract platform for real-estate agents in Colombia: each party fills in their own data by link, everyone sees what is missing, and the contract is built from it — with AI-assisted contract adjustments.

Next.jsCloudflare WorkersD1Claude API
Fintech · Upcoming

FECCB credit platform

Upcoming project: solution design and proposal for an employee-fund platform — online payments, a credit portal and a phased path to mobile.

ArchitecturePayments
04 / toolkit

Toolkit

languages

TypeScript · JavaScript · Python · SQL

backend & data

Node.js · NestJS · MySQL 8 · PostgreSQL / Supabase · Query tuning · Data analysis · Power BI

frontend

React · Next.js · AngularJS · Tailwind CSS · HTML · UI mockups

infra & delivery

Cloudflare Workers · D1 · R2 · AWS · CI/CD · Git

support & ops

Jira · FreshService · Incident management · Log tracing · RCA

ai-driven engineering

Claude Code · Claude API · Spec-driven development · MCP integrations · n8n

05 / certifications

Certifications

  • Technical Support Fundamentals — Google · Courseraverify ↗
  • The Bits and Bytes of Computer Networking — Google · Courseraverify ↗
  • Operating Systems and You: Becoming a Power User — Google · Courseraverify ↗
06 / languages

Languages

  • SpanishNative
  • English
05 / certifications & languages

Certifications & languages

07 / beyond work06 / beyond work

I also co-founded a small business.

Running a young business in Cali with two partners — operations, suppliers and payments — keeps me close to real customers and real numbers.