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Hi, I’m Jesster Reyes. I am a customer-focused Lead Technical Support Engineer with 7+ years of experience supporting enterprise and SMB environments across backup, security, networking, and cloud technologies. I currently lead a high-performing team of 5 Technical Support Engineers, driving 95%+ CSAT, SLA compliance, and operational efficiency. I enjoy mentoring teams, managing critical escalations, and collaborating with Engineering and Product teams to deliver an effortless, high-quality customer support experience while continuously improving global support processes. I’m passionate about building strong customer advocacy, accelerating technical proficiency through coaching, and influencing product and process improvements that prevent recurring issues and elevate service quality.…Hi, I’m Jesster Reyes. I am a customer-focused Lead Technical Support Engineer with 7+ years of experience supporting enterprise and SMB environments across backup, security, networking, and cloud technologies. I currently lead a high-performing team of 5 Technical Support Engineers, driving 95%+ CSAT, SLA compliance, and operational efficiency. I enjoy mentoring teams, managing critical escalations, and collaborating with Engineering and Product teams to deliver an effortless, high-quality customer support experience while continuously improving global support processes. I’m passionate about building strong customer advocacy, accelerating technical proficiency through coaching, and influencing product and process improvements that prevent recurring issues and elevate service quality.

Jesster Reyes

QA Engineer, AI Engineer, Data Scientist, +2

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Hi, I’m Jesster Reyes. I am a customer-focused Lead Technical Support Engineer with 7+ years of experience supporting enterprise and SMB environments across backup, security, networking, and cloud technologies. I currently lead a high-performing team of 5 Technical Support Engineers, driving 95%+ CSAT, SLA compliance, and operational efficiency. I enjoy mentoring teams, managing critical escalations, and collaborating with Engineering and Product teams to deliver an effortless, high-quality customer support experience while continuously improving global support processes. I’m passionate about building strong customer advocacy, accelerating technical proficiency through coaching, and influencing product and process improvements that prevent recurring issues and elevate service quality.…Hi, I’m Jesster Reyes. I am a customer-focused Lead Technical Support Engineer with 7+ years of experience supporting enterprise and SMB environments across backup, security, networking, and cloud technologies. I currently lead a high-performing team of 5 Technical Support Engineers, driving 95%+ CSAT, SLA compliance, and operational efficiency. I enjoy mentoring teams, managing critical escalations, and collaborating with Engineering and Product teams to deliver an effortless, high-quality customer support experience while continuously improving global support processes. I’m passionate about building strong customer advocacy, accelerating technical proficiency through coaching, and influencing product and process improvements that prevent recurring issues and elevate service quality.

Available to hire

Hi, I’m Jesster Reyes. I am a customer-focused Lead Technical Support Engineer with 7+ years of experience supporting enterprise and SMB environments across backup, security, networking, and cloud technologies. I currently lead a high-performing team of 5 Technical Support Engineers, driving 95%+ CSAT, SLA compliance, and operational efficiency. I enjoy mentoring teams, managing critical escalations, and collaborating with Engineering and Product teams to deliver an effortless, high-quality customer support experience while continuously improving global support processes.

I’m passionate about building strong customer advocacy, accelerating technical proficiency through coaching, and influencing product and process improvements that prevent recurring issues and elevate service quality.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

DaVinci Resolve Studio

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Work Experience

Lead Technical Support Engineer at N-able International

August 1, 2024 - Present

Leading a team of 5 Technical Support Engineers, driving KPI attainment, professional growth, and performance improvement. Increased team CSAT by ~10% through targeted coaching, quality audits, and proactive escalation handling. Serve as primary escalation point for partner-critical and high-severity incidents. Collaborate cross-functionally with Engineering, Product, and Management to identify recurring issues and drive systemic fixes. Conduct quality assurance reviews and structured feedback sessions to ensure consistent support excellence. Influence global support workflow enhancements through active participation in management and strategy meetings.

Senior Technical Support Engineer at N-able International

August 1, 2022 - August 1, 2024

Acted as Subject Matter Expert (SME) for Backup & Disaster Recovery, Email Security, Endpoint Protection, and Password Management. Resolved escalated and emergency cases, reducing resolution time by 30–40%. Mentored junior engineers, accelerating onboarding and technical proficiency. Led internal technical sessions on product updates, known issues, and customer trends. Partnered with Engineering teams on defect identification, fixes, and service improvements.

Technical Support Engineer (Intermediate) at N-able International

July 1, 2019 - July 1, 2022

Delivered multi-channel technical support (phone, email, chat, remote sessions) and maintained 95%+ SLA/SLO compliance across a diverse customer base. Coordinated effectively with Advanced Support and Escalation teams. Authored knowledge base articles, improving first-contact resolution and reducing repeat tickets.

Core Network Service Engineer at Huawei Technologies Philippines, Inc.

November 1, 2017 - February 1, 2019

Performed on-site survey, installation, commissioning, and maintenance of 2G/3G/LTE infrastructure. Executed HAT, SAT, and UAT, ensuring compliance with customer and carrier requirements. Supported 5G rollout deployments. Implemented Network Function Virtualization (NFV) using Huawei FusionSphere. Conducted 24/7 KPI monitoring to ensure network stability and uptime. Delivered customer training, documentation, and post-deployment knowledge transfer.