Support Engineering
Turn vague issues into reproducible, engineering-ready cases. Cut median first response from 24h to under 2 minutes.
Charles Rosel
Technical Support & Implementation Engineer · SaaS · Integrations · Automation
Technical support meets engineering. I turn ambiguous customer issues into reproducible technical cases, guide client- and server-side integrations, and automate the repetitive work that slows support and engineering teams down. I write code by hand and use AI to move faster — not the other way around.
name [at] domain [dot] com
Remote · EU & US time zones
What I do
APIs & Integrations
Client- and server-side tracking, attribution, and webhooks. I guide client- and server-side merchant integrations and verify tracking and attribution end to end.
Automation & AI
I write Python and PostgreSQL by hand, then direct AI tools to go faster.
Selected Work
Experience
– Present · Remote
Technical Support / Customer Support · Rewardful (saas.group)
Technical & customer support for a SaaS affiliate/payments platform — client- and server-side merchant integration and onboarding, SQL/Metabase data work, and internal tooling.
- Guided merchants and developers through client-side and server-side implementation of Rewardful's affiliate tracking, attribution, and conversion-tracking during onboarding — JavaScript snippets, server-side APIs, and webhooks.
- Hand-wrote procedural Python scripts for recurring merchant backend work — bulk CRUD data manipulation via Rewardful's public APIs for merchants without their own dev teams — cutting turnaround from days to hours and taking up to ~5–10 requests/week off Engineering at peak.
- Wrote and standardized reusable PostgreSQL queries to deliver custom data enterprise merchants needed but the default UI didn't expose — one well-formed query reusable across any merchant — cutting turnaround from days to minutes on ~5–10 enterprise data requests/week.
- Shipped a no-code Stripe Payment Links tracking snippet — dependency-free JavaScript that merchants paste in themselves (carrying the tracking ID via `client_reference_id`), covering ~80–90% of Payment-Links setups before official platform support existed.
- Python
- PostgreSQL
- JavaScript
- REST APIs
- Webhooks
- Local LLM
- Metabase
- Stripe
– · Remote
Integrations Specialist · MyWiFi Networks & brick&mobile
- Onboarded and integrated new resellers onto the platform, delivering hands-on technical implementation and setup support.
- Built the company knowledge base from the ground up and established the internal support processes staff followed.
- Delivered direct account support and retention solutions to clients across the platform's services.
- Supported day-to-day operations directly alongside company leadership.
- Onboarding
- Integrations
- Knowledge Base
- Support Processes
- Retention
> focus
Languages & Scripting
- Python (procedural)
- SQL / PostgreSQL
- JavaScript
- Bash
- HTML / CSS
APIs & Integrations
- REST APIs
- Webhooks
- JSON
- OAuth
- Attribution & Conversion Tracking
- Stripe
AI-Assisted Engineering
- AI-Assisted Development
- Multi-Agent Workflows
- Local LLM Tooling
Data & Analytics
- PostgreSQL Querying
- Metabase
- Data Retrieval, Processing & Visualization
Support Engineering & Operations
- Incident Investigation
- Root-Cause Analysis
- Reproducible Bug Reporting
- Escalation Management
- Technical Documentation & Runbooks
Platforms & Tools
- GitHub
- Git
- Metabase
- Linear
- Intercom
- Zapier
- cPanel
- Stripe
- Claude Code
Selected training
AI & Coding Agents · Web Development Bootcamp · Python
Currently exploring
Ruby on Rails, Object-Oriented Programming