Summary
Technical Support Engineer with 4+ years of experience supporting global
enterprise SaaS customers at SAP and AGCO. Experienced in resolving complex
technical issues, maintaining a 95% CSAT, collaborating with Engineering,
Product, Security, and Legal teams, and driving customer success through
technical expertise. Background in software development provides a strong
foundation for product validation, troubleshooting, and cross-functional
collaboration. Passionate about AI-driven process improvement, knowledge
management, and operational excellence.
Skills
Enterprise Technical Support
Customer Success
Technical Troubleshooting
Knowledge Management
Privacy & Compliance
Cross-functional Collaboration
Process Improvement
Stakeholder Management
Documentation Management
Technical Documentation
AI Productivity Tools
Project Coordination
Technical skills
Enterprise SaaS: SAP Ariba · Salesforce CRM · Azure DevOps · Jira · SharePoint · DocuSign
Technical: REST APIs · API Troubleshooting · System Integration · Oracle SQL · Workflow Automation · Knowledge-Centered Service (KCS)
Development: Java · Spring Boot · Angular · TypeScript · Node.js · Git/GitHub
Education
Degree in Computer Science and Robotics, UFRGS · 2025
Master's Degree in Cybersecurity, UFRGS · In progress
Languages
Portuguese: Native • English: Fluent • Spanish: Intermediate • Italian: Beginner (currently learning)
Experience
Technical Support Engineer
Jul 2023 – Present
SAP · Global
Enterprise Technical Support Engineer supporting 100+ global customers,
maintaining a 95% CSAT, serving as SAP's Data Protection & Privacy
Representative (ISSP), and driving knowledge management through KCS and
AI-powered documentation.
- Managed 15–19 concurrent cases per week, consistently achieving a 95% CSAT while resolving complex technical issues.
- Supported strategic enterprise accounts, delivering technical guidance and resolving complex SaaS issues.
- Led Expert Chat sessions, providing live troubleshooting and accelerating issue resolution.
- Collaborated with Engineering, Product, Customer Success, Security, and Legal teams to investigate escalations, validate product defects, and drive outcomes.
- Served as Data Protection & Privacy Representative (ISSP), supporting privacy governance and compliance initiatives.
- Authored 30+ Knowledge Base Articles and enhanced 20+ existing ones through the KCS program, improving quality, discoverability, and reuse.
- Received internal recognition for outstanding contributions to technical documentation and knowledge management.
- Leveraged AI tools to accelerate documentation, improve knowledge quality, and streamline operational workflows.
Product Solution Specialist
Jul 2022 – Jul 2023
AGCO · Global
- Acted as a liaison between business stakeholders and development teams, translating requirements into actionable tasks and ensuring smooth handoffs.
- Developed and maintained enterprise applications, modernizing legacy solutions by migrating backend components from C# to Java and supporting frontend development with Angular and TypeScript.
- Coordinated development handoffs by refining requirements and managing work items.
- Supported Agile delivery by facilitating Scrum ceremonies, tracking sprint progress, and helping remove blockers.
- Investigated software defects and managed bugs/incidents using Azure DevOps and Jira.
- Performed technical administration in Data Center (DC) environments, including email configuration and authentication troubleshooting.
- Collaborated with cross-functional teams to deliver technical solutions and improve customer experience.