Jose Castro
About Jose Castro
Jose Castro serves as the Director of Product Development at FirstClose, where he has worked since 2017. He specializes in technical problem-solving and has implemented significant improvements in data accessibility and customer satisfaction.
Work at FirstClose
Jose Castro has served as the Director of Product Development at FirstClose since 2017. In this role, he is responsible for overseeing product development initiatives and ensuring the alignment of technology solutions with business objectives. He provides Tier 3 support for complex issues related to web services, network, and infrastructure, demonstrating his expertise in high-level technical problem-solving. Castro has implemented a data-warehouse infrastructure and integrated Power BI to enhance real-time reporting capabilities, which has improved data accessibility and informed decision-making processes.
Previous Experience at Atlassian
Prior to his current position, Jose Castro worked at Atlassian as a Senior Technical Support Engineer from 2014 to 2017. In this capacity, he provided advanced technical support and troubleshooting for Atlassian's suite of products. His experience at Atlassian contributed to his technical acumen and customer service skills, which he has applied in his subsequent roles.
Experience at LogicMonitor
Jose Castro began his career in technical support at LogicMonitor, where he worked as a Technical Support Analyst from 2011 to 2013. During his tenure, he gained valuable experience in addressing customer inquiries and resolving technical issues, which laid the foundation for his later roles in product development and support.
Achievements in Product Development
At FirstClose, Jose Castro developed a bug reporting process that led to a 65% increase in First Time Resolution (FTR). This improvement has significantly enhanced customer satisfaction and adoption of the company's products. Additionally, he evaluates company needs to determine whether to pursue in-house development or utilize third-party solutions, showcasing his strategic decision-making capabilities.