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I am a Technical Support and Supportability Engineer who resolves complex product issues, improves support workflows, and drives customer success in SaaS environments. I bridge gaps between customers, support teams, and product engineers to reduce escalations and boost product reliability. With a strong background in community management and multilingual engagement (English, Spanish, Italian), I foster customer loyalty and improve retention. I combine technical problem-solving with clear, customer-focused communication in fast-paced global settings.…I am a Technical Support and Supportability Engineer who resolves complex product issues, improves support workflows, and drives customer success in SaaS environments. I bridge gaps between customers, support teams, and product engineers to reduce escalations and boost product reliability. With a strong background in community management and multilingual engagement (English, Spanish, Italian), I foster customer loyalty and improve retention. I combine technical problem-solving with clear, customer-focused communication in fast-paced global settings.

Valeria Campilongo

Web Developer, Programmer, Product Designer, +2

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I am a Technical Support and Supportability Engineer who resolves complex product issues, improves support workflows, and drives customer success in SaaS environments. I bridge gaps between customers, support teams, and product engineers to reduce escalations and boost product reliability. With a strong background in community management and multilingual engagement (English, Spanish, Italian), I foster customer loyalty and improve retention. I combine technical problem-solving with clear, customer-focused communication in fast-paced global settings.…I am a Technical Support and Supportability Engineer who resolves complex product issues, improves support workflows, and drives customer success in SaaS environments. I bridge gaps between customers, support teams, and product engineers to reduce escalations and boost product reliability. With a strong background in community management and multilingual engagement (English, Spanish, Italian), I foster customer loyalty and improve retention. I combine technical problem-solving with clear, customer-focused communication in fast-paced global settings.

Available to hire

I am a Technical Support and Supportability Engineer who resolves complex product issues, improves support workflows, and drives customer success in SaaS environments. I bridge gaps between customers, support teams, and product engineers to reduce escalations and boost product reliability.

With a strong background in community management and multilingual engagement (English, Spanish, Italian), I foster customer loyalty and improve retention. I combine technical problem-solving with clear, customer-focused communication in fast-paced global settings.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Spanish; Castilian

Fluent

Italian

Fluent

Work Experience

Supportability Engineer at Twilio

October 1, 2023 - Present

Act as a bridge between customers, support, and product teams to resolve escalations and improve product supportability. Analyze support data to identify recurring issues, influencing product improvements and reducing ticket volume. Develop internal documentation and enablement material to streamline onboarding and support workflows.

Personalized Technical Engineer at Twilio

December 1, 2020 - October 1, 2023

Delivered tailored technical support to high-value customers, ensuring faster resolution of escalations. Partnered with engineering teams to troubleshoot complex issues and improve personalized support processes. Built customized enablement resources for enterprise clients, enhancing adoption and customer satisfaction.

Content Moderator (YouTube Ads) at Vaco

November 1, 2020 - February 1, 2025

Moderated multilingual advertising content (Italian, English, Spanish) to align with brand and compliance standards. Ensured consistent enforcement of guidelines while maintaining positive advertiser experience.

Content Moderator (Fishbowl) at Glassdoor

November 1, 2020 - March 1, 2025

Reviewed and moderated user-generated content to ensure compliance with community standards. Maintained accuracy and quality in high-volume review cycles, meeting performance SLAs. Provided feedback on policy gaps, contributing to continuous improvement of moderation guidelines.

Customer Relationship Specialist & Community Manager at Pipastudios

November 1, 2015 - November 1, 2020

Managed VIP user accounts, boosting sales by 12% and increasing retention rates. Designed and launched tailored marketing offers, increasing average time spent on platform by 10%. Collaborated with product teams to test games and report bugs.

Lead Moderator at Khoros

July 1, 2013 - December 1, 2023

Led a team of 3 moderators, scheduling shifts, coaching performance, and ensuring quality outputs. Implemented community engagement strategies for major clients (TransAmerica, Spectrum), achieving 10/10 customer satisfaction scores. Promoted rule enforcement and healthy community participation.

CRM (Italian & Spanish Market) at Meeeet.com

February 1, 2009 - July 1, 2010

Managed customer relationships, increasing sales by 10%. Recruited, hired, and managed a team of 10 translators (remote + in-house). Improved processes, reducing translation turnaround time by 50% and error rate by 30%.

Trilingual Administrative & Debt Collection Specialist at IBM

July 1, 2005 - June 1, 2006

Managed Italian market accounts, improving invoice payment rates by 10%.