Brazil
Support Engineer | AI Automation Builder | Turning Customer Pain Points into Scalable Solutions I build AI-powered systems that protect revenue and prevent customer churn before it happens. Most Recent Project: Chili Sense at Chili Piper š¶ Challenge: Frustrated customers slipping through the cracks until escalation was unavoidable. Solution: Built an end-to-end AI escalation detection system from scratch. No engineering team. No formal budget. Just pattern recognition, technical curiosity, and a commitment to solving the problem. What It Does: ā Monitors $13.1M+ ARR across 405 enterprise accounts 24/7 ā Analyzes every Zendesk ticket + Gong conversation (1,700+ monthly interactions) ā Uses AI to detect frustration patterns, sentiment shifts, and escalation risk ā Triggers real-time Slack alerts for leadership + auto-creates Jira escalation tickets ā Tracks ARR at Risk with financial dashboards showing trend analysis ā 2,973+ production analyses completed since launch Results: ARR at Risk trending down. At-risk accounts identified proactively. Executive team has real-time visibility into customer health. Technical Implementation: ā¢ n8n workflow automation (complex multi-step orchestrations) ā¢ AI prompt engineering + LLM integration for sentiment analysis ā¢ API integrations: Zendesk, Gong, Slack, Jira ā¢ Real-time alerting systems + automated escalation workflows ā¢ Custom analytics dashboards for operational + financial KPIs Beyond Chili Sense, I've continued building: ā Chili Piper Marketplace ā an internal app to surface and connect cross-team projects, reduce duplicated effort, and encourage collaboration across the company ā XFire ā contributed my first production code to Chili Piper's internal support tooling platform Philosophy: I don't wait for permission or perfect conditions. I identify high-impact problems, teach myself the necessary tools, and ship solutions that work in production. Self-taught across automation, AI engineering, and workflow orchestration. Currently Exploring: OpenClaw, AI agent frameworks, n8n advanced workflows, and democratizing AI automation for support teams. Based in Brazil š§š· | Building in public
Bridging customer success and engineering ā designing and delivering technical implementations that help revenue teams convert demand faster. Building on almost 5 years of solving customer problems from the support side, now going deeper into the technical architecture of how our products work in production. Responsible for hands-on implementation work, technical troubleshooting at the platform level, and continuing to build AI-powered internal tools that scale the team's impact. Core focus areas: ā Technical implementation and onboarding for enterprise customers ā Platform-level troubleshooting across all our products ā AI tooling development ā building systems that give the team superpowers
ā¢ Built Chili Sense from scratch ā an AI-powered escalation detection and churn risk prevention system now monitoring $13.1M+ ARR across 405 enterprise accounts, with 2,973+ production analyses completed since launch (Dec 2025) ā¢ Engineered end-to-end n8n automation workflows integrating Zendesk, Gong, Slack, and Jira APIs ā enabling real-time Slack alerts to leadership and automated Jira ticket creation for every at-risk escalation ā¢ Developed dual operational and financial dashboards giving CS leadership live visibility into ARR at Risk, account health scores, and escalation trend analysis ā¢ Built Chili Piper Marketplace, an internal discovery platform allowing teams to surface, share, and collaborate on internal projects ā reducing duplicated work across the company ā¢ Contributed production code to XFire, Chili Piper's internal support tooling platform, expanding scope from support operations into product-adjacent engineering ā¢ Conducted 1,700+ monthly interaction analyses across Zendesk tickets and Gong calls using AI sentiment and frustration pattern detection
Promoted from Customer Support Engineer. Led complex technical escalations for enterprise accounts, served as a senior point of escalation for the support team, and began exploring automation tooling (n8n) to streamline support workflows. Contributed to team documentation, onboarding, and process improvement initiatives.
Key functions: - Provide world-class technical support to our global customers - Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis - Enable replication and debugging of issues to verify product related bugs - Collaborate with our global support team, share best practices and drive process improvements - Advocate for our customers, influence product direction through customer feedback - Test and evaluate new product versions to ensure they are ready for release - Help with the new hires onboarding process - Present/prepare training materials for other teams
Key functions: - Provide world-class technical support to our global customers - Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis - Enable replication and debugging of issues to verify product related bugs - Collaborate with our global support team, share best practices and drive process improvements - Advocate for our customers, influence product direction through customer feedback - Test and evaluate new product versions to ensure they are ready for release - Help with the new hires onboarding process - Present/prepare training materials for other teams
Key functions: - Provide support for some client internal systems like the Insurance system responsible to control all the integration between the Bank (client) and the insurance companies - Coordinate RCA's and suggestions to improve the systems - Provide ad-hoc on-site support for the client - New hires onboarding
Key functions: - The main focus was to provide support for the advertisement systems - Help to manage and configure the production infrastructure to guarantee high availability for the systems - Troubleshoot production issues - Communicate and coordinate actions with teams around the globe - Help to implement new projects