PRODUCT SUPPORT & TECHNICAL OPERATIONS

Carlos Erwin Garcia

Product Support Specialist // Builder of Private AI Systems

Dynamic and detail-oriented Product Support professional with extensive experience supporting SaaS and fintech platforms across complex technical, operational, and compliance-driven environments. Bilingual in English and Spanish.

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Profile

About Me

I am a Product Support Specialist with a proven track record of resolving high-impact issues, partnering cross-functionally with Engineering and Product, and improving support infrastructure through data analysis and process design.

My career spans regulated fintech, high-growth SaaS, and automotive technology platforms. I have supported merchant networks at Affirm, managed escalations at Oxygen.us, and served as a technical liaison for CRM configurations at Foureyes.

Today, I run Defuzion — an AI engineering lab where I build private AI systems on local hardware, tune LLMs to spec, and create autonomous agent workflows. Intelligence should run where you can see it work.

10+
Years Experience
5
Industries
2
Languages (EN/ES)
1
AI Lab
Career

Experience

Dealer Support Specialist

Foureyes (Adpearance) — Remote
Mar 2024 – Aug 2025
  • Technical liaison between Foureyes and automotive dealership clients, managing CRM configurations, product onboarding, and issue resolution across lead delivery and attribution pipelines.
  • Owned customer escalations end-to-end—investigating complex issues, communicating status clearly, and ensuring timely resolutions.
  • Troubleshot ADF/XML lead routing and delivery across CRM platforms (Tekion, Reynolds & Reynolds, VinSolutions, DealerSocket, eLead).
  • Conducted data audits using Postman, Snowflake, and Tableau to identify reporting gaps and misattributed lead sources.
  • Handled CCPA consumer data requests—verifying identity, querying internal systems, and submitting deletion actions while maintaining audit compliance.
  • Submitted detailed Jira tickets with technical reproduction steps for Engineering/Product and validated fixes post-deployment.

Support Escalation Specialist

Oxygen.us — Princeton, NJ
Sept 2023 – Feb 2024
  • Primary customer-facing escalation point supporting members across chat, email, and phone for a regulated fintech platform.
  • Resolved complex financial services inquiries with a focus on accuracy, risk awareness, and customer trust.
  • Acted as customer advocate by surfacing patterns, proposing procedural improvements, and ensuring compliance alignment.
  • Partnered cross-functionally with Operations, Product, and Engineering to improve workflows and inform strategy.

Merchant Operations, Technical Support Specialist II

Affirm.com — San Francisco, CA
June 2021 – Feb 2023
  • Supported Affirm merchant network with top-tier technical support across Shopify, Magento, and WooCommerce integrations.
  • Troubleshot complex merchant issues and escalated to relevant teams for swift resolution with minimal disruption.
  • Diagnosed integration failures, payment flow errors, and platform compatibility issues in production environments.
  • Embodied a culture of continuous improvement through active engagement in team meetings and learning initiatives.

Operations, Service Desk — Sr. Associate

Technology Insikt / AURA Financial — San Francisco, CA
Oct 2017 – April 2020
  • Managed technology and operations tickets with focus on response quality and technology solutions to scale service desk.
  • Co-managed Zendesk administration alongside Engineering-Product team, optimizing support infrastructure.
  • Led initiatives leveraging technology to improve operational processes and streamline ticket resolution.
  • Served as critical link between Engineering/Product and service desk, facilitating effective communication.

Customer Support Lead

Powr.io — San Francisco, CA
Jan 2015 – Mar 2016
  • Built and scaled the company support infrastructure during rapid growth, improving response quality and retention.
  • Implemented live chat support, contributing to reduced churn and higher user engagement.
  • Led day-to-day support operations across technical issues, billing, and account management.
  • Developed internal workflows, support documentation, and customer-facing educational materials.

Product Support Specialist

Wix.com — San Francisco, CA
July 2012 – Dec 2014
  • High-volume bilingual (English/Spanish) support across technical, product, and billing inquiries for a large SaaS platform.
  • Guided users through the Wix Editor, App Marketplace, and site configuration best practices.
  • Partnered with Development teams by submitting detailed customer scenarios that informed product improvements.
  • Led translation of support documentation and onboarding materials, improving accessibility for Spanish-speaking users.
Capabilities

Skills & Tools

Support & Operations

Escalation ManagementTechnical TroubleshootingProcess ImprovementMerchant SupportAccount ManagementCCPA ComplianceSLA ManagementKPI Monitoring

Platforms & CRM

SalesforceZendeskIntercomJiraHelpScoutKayakoTekionVinSolutionsDealerSocketReynolds & ReynoldseLeadDriveCentric

Data & Engineering

PostmanSnowflakeTableauADF/XMLAPI IntegrationHTML/CSSWordPressWixSEOJAMF

AI & Emerging Tech

AI PromptingConversational FlowsAI Support ToolingLocal LLMsLinux EnvironmentsSystem DesignRSSHubHonoJSReact

Collaboration

Cross-Functional TeamsSlackSendGridGoogle WorkspaceMicrosoft OfficeBilingual EN/ES
Work

Projects

Live ◆

Defuzion

An AI engineering lab building private AI systems on your hardware. Hardened servers, tuned local LLMs, and autonomous agent workflows. Includes Cyber-RSS Coffeehouse — seven AI agents that read feeds and distill briefings.

  • RSSHub
  • HonoJS
  • React
  • Local LLMs
  • AI Agents
Visit defuzion.com→
⚡

Support Infrastructure Scaling

Built and scaled support infrastructure at Powr.io during rapid growth. Implemented live chat, developed internal workflows, and created customer-facing educational materials that improved consistency and reduced churn.

  • Zendesk
  • Live Chat
  • Process Design
  • Documentation
🛠

CRM Integration Diagnostics

End-to-end troubleshooting framework for ADF/XML lead routing across automotive CRM platforms. Used Postman, Snowflake, and Tableau to audit data pipelines and resolve misattribution issues at Foureyes.

  • Postman
  • Snowflake
  • Tableau
  • ADF/XML
  • CCPA
🌐

Bilingual Support Localization

Led translation of support documentation and onboarding materials at Wix.com, improving accessibility for millions of Spanish-speaking users across LATAM. Expanded global reach through localized content strategy.

  • Localization
  • Content Strategy
  • SEO
  • UX Writing
System Interface

Terminal Console

carlos-garcia-v2026.sh — 80x24
SYSTEM ONLINE: Profile initialized for Carlos Erwin Garcia. Type 'help' for interactive commands.
carlos@defuzion:~$
Connect

Get in Touch

Let us build something.

Whether you need product support leadership, technical operations expertise, or a private AI system built on your own hardware — I am open to conversations. No recruiters, no agencies.

>_
LINKEDIN
linkedin.com/in/carloserwingarcia
>_
AI LAB
defuzion.com
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