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Technical Support Engineer · L2Miami, FL · Remote

Thirteen-plus years establishing technical truth from raw signal and API data — separating device faults from platform defects, and quantifying what they cost at fleet scale.

Promoted three times across L1 and L2 at Samsara. Formerly Apple. Outside the day job, founder of Lorenzo Ventures — where an agent team built and shipped MODA to the App Store.

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01Evidence

Five escalations that arrived with a conclusion already on the record. Each one is shown the way it actually ran: the claim that was closed, the finding that replaced it, and the measurement that made the finding unarguable.

Case 01Fleet-wide odometer aggregation

Closed as expected behaviour.

132 of 133 vehicles affected, proven in a day.

Gateway odometer endpoints agreed with GPS to within 1% while driving time and stop counts collapsed in parallel — isolating the failure to trip-segment aggregation, not hardware. The same signature turned up across three more customers.

28,636
miles never reported
47%
distance shortfall
4
customers affected, not one

OutcomeRe-routed to the owning engineering team; authored the correction that withdrew the prior explanation.

Case 02P1 mileage remediation · Top 100 account

Reported fully resolved.

Verified at fleet scale, not on one asset.

Engineering had validated the backfill against a single vehicle. Reconciling pre- and post-fix data across the whole fleet found vehicles the backfill never reached and vehicles that moved backwards — and understated distance had been reporting one truck at 8.9 MPG against a true 10.3, overstating cost-per-mile and carbon-per-mile by roughly 16%.

7,163
vehicles reconciled
188,095
miles recovered
0.03%
residual, from 190,111 mi

OutcomeBlocked a premature “fully resolved” message to the customer; 1,528 vehicles corrected, 35 exceptions flagged by hand.

Case 03Municipal fleet · false idling alerts

Treated as alert tuning.

The logic was right. The inputs weren't.

Reframed the escalation from threshold tweaking into platform data integrity by proving engine immobilizers were cutting gateway power before engine-off could ever be logged. The alert was faithfully reporting an event that the data could not contain.

2
engineering fixes shipped
1
applied platform-wide

OutcomeOne fix reached every customer on the platform, not just the one who reported it.

Case 04Fuel-transaction anomalies

Two tickets, two transactions.

Ninety days, fleet-wide.

Built a Python script against the raw API fuel time series rather than working the two reported cases, then matched the output against the customer's own dashboard. Root cause was vehicle-side ECU reporting delay.

78
affected transactions found
53
vehicles involved
100%
overlap with customer findings

OutcomeAdvanced OEM inspection and a configurable fuel-match window — rather than asking the customer to weaken fraud controls.

Case 05Class 8 immobilizer harness

A new model year, installed to spec.

Wired into key-request lines, not a starter circuit.

Multimeter evidence proved the immobilizer harness had been landed on multiplexed key-request lines instead of a validated starter circuit — a configuration that could block engine shutdown.

1
safety-critical defect caught pre-fleet

OutcomeIdentified before the configuration propagated across the customer's new-model-year rollout.

02The stack

28 competencies

Hover an element to see where it was used.

Every entry maps to a specific escalation above, not to a self-assessment.

03Experience

2024

Samsara

2024 – PresentRemote · Miami, FL

Technical Support Engineer, L2 — Hardware & Diagnostics

  • Own the team's most complex hardware, diagnostics and data-integrity investigations, end to end: raw API and signal analysis through to a shipped engineering fix.
  • Authored the team's packet-capture SOP and the process-gap analysis behind it, quantifying weeks of cycle time lost to inconsistent evidence requests.
  • Authored the Possible Issue escalation standard and a “Next-Gen L2 Support” operating model.
  • 114 tickets solved in Q2 FY27 at a 2.4 daily solve rate against a 2.3 team average; unhealthy tickets at 7% against a 12% team average; 5.00 CSAT against 4.4.
2021

Samsara

Dec 2021 – 2024Remote · Miami, FL

Technical Support Specialist I → III, L1

  • Promoted twice on ticket quality, escalation judgment and technical depth before moving onto the L2 engineering track.
  • Customer-facing technical resource across two beta programs — one hardware sensor, one software — leading feedback calls and collecting field data used in executive-level presentations.
  • Owned Tier 2 and Tier 3 escalations across ELD compliance, gateway hardware and diagnostics, translating findings for non-technical fleet operators.
  • Supported Spanish-speaking customers directly across multiple time zones in a high-volume phone, email and chat environment.
2016

Apple

2016 – 2021Salem, NH

Technical Expert

  • Diagnosed and resolved hardware, macOS and software failures for consumer and business customers across phone, email, chat and in person — consistently restoring service on first contact.
  • Removed malware and ransomware, rebuilt compromised systems and configured business workstation deployments.
  • Used structured test scripts to isolate root cause on ambiguous user-reported problems.
04Identification

ENGINEER IDLV · 2026
Croilen Lorenzo
CROILEN LORENZO
Technical Support Engineer, L2
CL-0001Miami, FL
Quick facts
Based in
Miami, FL · Remote
Now
Technical Support Engineer, L2 — Samsara
Formerly
Apple
Experience
13+ years technical
Also
Founder, Lorenzo Ventures LLC
Languages
English · Spanish (fluent)

“Repeatedly converts single-ticket complaints into root cause analyses that change engineering direction — then writes the standard so the next person does it the same way.”

13+
years technical
3
promotions
5.00
CSAT vs 4.4 avg
7%
unhealthy vs 12%
05Beyond the day job

Lorenzo Ventures builds AI-native consumer software and designs the agent systems that run small teams. MODA, its first iOS app, was built, tested and shipped to the App Store by an agent team — with the founder directing and approving every release.

Read the MODA case study
06Education & languages

Education
University of Massachusetts Lowell
Business coursework
Languages
English · Spanish
Fluent — read, write, speak
07 Contact

Engineering, diagnostics
or support operations.
resume@
lorenzoventures.co