As a Tecnhical Support engineer, I was tasked with developing a comprehensive database of existing SMX products. My responsibilities included accurately entering product information into the database to enable quick access to essential data. Additionally, I created simulations for these products, utilizing direct database access to provide accurate and useful results.A crucial aspect of my role was meticulously documenting simulation results and procedures to ensure optimal traceability and reproducibility. Furthermore, I conducted simulation studies to extend or adapt existing designs for new use cases or applications. These studies were followed by detailed report presentations on the results and, where applicable, the development of physical prototypes.As part of my integration into the product development team, I attended all relevant meetings to understand workflow processes and team dynamics. I also regularly presented progress updates to the design team, ensuring transparent communication and alignment on goals and expected outcomes.To fulfill these tasks, I had access to a laptop with Linux system for simulation purposes, as well as full access to the product database. Initial training was provided to familiarize me with the necessary tools and processes.Ultimately, my contribution was crucial in improving response times to customer queries by providing quick and reliable access to product information and developing precise simulations to inform product design and adaptation decisions. This role provided a unique opportunity to gain hands-on experience in product engineering and technical data management, while making a meaningful impact on product development and optimization in a dynamic and stimulating environment.

As a Tech Support/System Reliability Engineer intern, I played a significant role in providing technical support for software systems while ensuring their reliability. This involved direct interaction with clients, where I autonomously diagnosed issues and implemented processes for resolution, often requiring coordination across various departments to achieve timely solutions.Furthermore, I actively engaged in understanding and addressing user needs, meticulously analyzing and managing incidents and malfunctions. I took ownership of tracking user requests and diligently updated procedural documentation to streamline processes. Additionally, I defined technical, regulatory, and normative requirements to meet stringent security objectives.During my tenure, I contributed to the technical validation phases of production releases, ensuring seamless deployment. Moreover, I spearheaded the development of an automation solution to streamline client prospecting. This involved creating an API for the company's marketing department using Excel VBA, thereby enhancing efficiency and effectiveness in lead generation.I had access to essential software tools and maintained direct contacts for prompt support. Additionally, I benefited from mentorship and collaborated closely with Support/Customer Success and Product teams to deliver exceptional service. Key performance indicators included the user request follow-up rate and average ticket resolution time, reflecting our commitment to client satisfaction and operational excellence.