Dynamic Customer Success professional with a proven track record of enhancing client satisfaction and maximizing product utilization. Expertise in troubleshooting and providing technical support, combined with a talent for cultivating strong client relationships. Recognized for exceptional teamwork and adaptability in fast-paced environments, consistently driving results through collaboration. Proficient in leveraging analytical skills and customer insights to develop impactful solutions that meet diverse client needs.
Hi, I’m
Diego Carpio Mora
Customer Success Engineer
El Guarco
Summary
Overview
1
Certification
10
years of professional experience
Work History
Progress Software
Customer Success Engineer II
02.2025 - Current
Job overview
- Managed a book of business with 5 different territories and over 1300 accounts, including enterprise accounts.
- Act as a key technical liaison between enterprise customers and internal teams including Sales, Engineering and Technical Support.
- Guided customers through onboarding, implementation, and best-practice adoption workflows.
- Support customers by resolving escalated technical issues, ensuring product adoption and satisfaction.
- Proactively identified improvement opportunities to increase customer retention and reduce churn.
- Resolved complex product issues across deployment, configuration, and integration environments.
- Worked closely with product development teams to relay customer feedback, contributing to continuous improvement initiatives.
TechData (Cohesity account)
Site Reliability Engineer
10.2022 - 01.2025
Job overview
- Deployed and maintained multi-cloud clusters across AWS, Azure, and GCP platforms.
- Resolved complex backup and replication issues across Hyper-V, VMware, and KVM virtualization environments.
- Developed Python and Bash scripts for automated log capture and proactive system monitoring.
- Led incident response for service degradations, coordinating cross-functional teams through root-cause analysis and recovery.
- Streamlined onboarding process for new engineers, significantly improving team productivity and knowledge sharing.
Sykes (Sonos Account)
Subject Matter Expert (Customer Retention Team)
02.2021 - 10.2022
Job overview
- Handled executive escalations and managed high-impact customer cases to ensure resolution and customer retention.
- Created detailed playbooks and delivered agent training on complex product features and support processes.
- Analyzed churn trends and initiated targeted improvements to boost customer loyalty.
- Resolved complex customer escalations using product knowledge, policy guidance, and empathy-driven communication.
- Coached agents on call handling, troubleshooting steps, and accurate documentation standards.
Sykes (Sonos Account)
Technical Support Especialist
02.2019 - 02.2021
Job overview
- Resolved complex network and product configuration issues for customers.
- Conducted remote diagnostics and troubleshooting for advanced technical problems.
- Resolved technical issues across phone, chat, and email support channels.
- Supported wireless and Hi-Fi system connectivity and setup.
- Documented troubleshooting steps and updates in ticketing systems and knowledge bases.
- Maintained lab equipment and mentored peers on best practices and technical resolutions.
Sykes (AT&T Account)
Customer Service & Sales Representative
11.2016 - 02.2019
Job overview
- Provided customer service and promoted product bundles and service upgrades.
- Delivered basic technical support and issue resolution.
- Resolved customer inquiries, billing concerns, and order issues through phone, chat, and email support.
- Converted service interactions into sales opportunities by recommending products aligned with customer needs.
Education
Universidad Internacional De Las AméricasSan José, Costa Rica
Bachelor's Degree from Software Engineering
05.2001
University Overview
In Progress
Liceo De AlajuelitaSan Jose, Alajuelita
High School Diploma
01.2011
University Overview
Skills
Cloud Platforms: AWS, Microsoft Azure, Google Cloud Platform
Operating Systems & Virtualization: Linux, MacOS, Hyper-V, VMware, KVM
Scripting & Automation: Python, Bash, PowerShell, HTML/CSS
Networking & APIs: Networking, Cisco, RESTful APIS
Certification
Linux Professional Institute - LPIC-1 (2024), Linux Essentials - LE-1 (2023), Sykes Tech Academy - Python Essentials, Intro to Programming (2022), Greencore Solutions - GNU/Linux Servers Administrator (2019), Universidad Latina de Costa Rica - Cisco CCNA (2015)
Timeline
Customer Success Engineer II
Progress Software
02.2025 - Current
Site Reliability Engineer
TechData (Cohesity account)
10.2022 - 01.2025
Subject Matter Expert (Customer Retention Team)
Sykes (Sonos Account)
02.2021 - 10.2022
Technical Support Especialist
Sykes (Sonos Account)
02.2019 - 02.2021
Customer Service & Sales Representative
Sykes (AT&T Account)
11.2016 - 02.2019
Universidad Internacional De Las Américas
Bachelor's Degree from Software Engineering
05.2001
Liceo De Alajuelita
High School Diploma
References
References
Pamela Munoz
- Email: ilanit02mc@gmail.com
- Phone: (+506) 8305-7447
- Company: Autodesk
Alejandro Montiel
- Email: amontiel69@gmail.com
- Phone: (+506) 7180-4902
- TechData
Carlos Lopez
- Email: carlopdua12@gmail.com
- Phone: (+506) 7276-9058
- Company: Progress Software
Carlos Villalobos
- Email: c.villalobos345@gmail.com
- Phone: (+506) 6107-9286
- Company: Cohesity