Brazil
Technical Support Engineer with 12+ years of experience resolving complex technical challenges within global IT ecosystems. My career is defined by delivering high-level support for mission-critical systems, specializing in B2B integrations, SaaS platforms, and SAP environments. Throughout my career, I have worked at industry leaders such as Degreed, Precisely, SAP, and Deloitte. This diverse background allowed me to develop a strong mindset focused on Root Cause Analysis (RCA), enterprise risk management (GRC), and the continuous improvement of the customer experience. I am a trilingual professional (Portuguese, English, and Spanish) with international experience living and working in the US and Colombia. I am passionate about bridging the gap between business and technology, ensuring operational continuity with the highest level of excellence. I hold a Bachelor’s degree in Business Administration with an emphasis in IT Management from PUCRS, complemented by studies at the University of Central Florida. I believe in technology as a driver for efficiency and well-being. Core Expertise: Technical Support & Troubleshooting: Deep investigation of APIs, Webhooks, and SSO (SAML/OIDC) using Datadog, Postman, and DevTools/HAR files. SAP & Infrastructure: SAP Basis consulting, performance tuning, access management, and incident resolution for systems like SAP ByDesign. Risk & Compliance: IT Audits, Segregation of Duties (SoD), and process mapping
Managed complex Tier II integration and authentication tickets for global enterprise clients; Diagnosed complex system behaviors and integration issues; Utilized diagnostic tools such as Datadog, Postman, and browser DevTools to perform detailed root cause analysis; Partnered with Engineering and Product teams to reproduce technical bugs and maintain platform stability.
Responsible for provide customer support in Europe, Asia and Americas; Analyzing incidents related to SAP`s Cloud-based solutions, focusing on financial module (such as Tax, Accounting, Bank Statements, Inventory and integration scenarios on SAP ByD); Diagnose and resolving reported incidents on both frontend and backend, analyzing migration files, webservices, integration scenarios and report modules; Testing and validating system’s upgrades and new functionalities on internal test systems; Creating internal and external documentation on knowledge base library; Provide technical support for CPQ product Family in Americas and Europe; Review and testing on Interface, APIs, Python scripts.