Rafael Teixeira
Florianopolis
Summary
Support Engineer with over 6 years of experience in SaaS environments, specializing in REST APIs, SQL, and log analysis tools such as Kibana and Grafana. Proven ability in debugging complex issues, creating comprehensive documentation, and facilitating cross-team collaboration. Currently enhancing skills in JavaScript, Python, and Node.js to further improve technical support capabilities. Detail-oriented and proactive in addressing user needs and resolving technical challenges.
Overview
6
6
years of professional experience
Work History
Software Developer
Self-employed
Florianopolis
02.2025 - Current
- Developed product-oriented web applications, balancing technical quality with business goals and delivery speed.
- Collaborated directly with clients to shape requirements, validate assumptions, and evolve features incrementally.
- Integrated third-party APIs to extend functionality and reduce operational overhead.
- Documented architecture decisions and core flows to ensure consistency and scalability.
Technical Support Consultant - Level II
Involves
Florianopolis
12.2021 - 08.2025
- Guided clients through technical troubleshooting, speeding resolution and enhancing satisfaction.
- Diagnosed system vulnerabilities, resolving complex API queries to reduce case backlog.
- Spearheaded API documentation overhaul, projected to cut tickets by up to 90%.
- Collaborated with product, support, and engineering teams for accuracy and alignment.
- Empowered users with developer-focused content and examples, boosting self-service adoption.
Technical Support Analyst - Level II
TIVIT
Sao Paulo
09.2021 - 12.2021
- Provided L2 technical support for a financial API used by the Interbank Payment Clearinghouse (CIP), ensuring data consistency and system reliability.
- Monitored production logs and system behavior to detect, analyze, and escalate critical failures in real time.
- Wrote and executed PostgreSQL queries to validate data integrity and support incident resolution.
- Executed backup routines and coordinated corrective actions with internal infrastructure and engineering teams.
- Created and maintained internal documentation of recurring issues and resolutions to improve knowledge sharing and reduce incident response time.
- Implemented backup routines to safeguard data and ensure business continuity.
Technical Support Analyst
Softplan
Florianopolis
01.2020 - 07.2021
- Provided technical support for SAJ Tribunais, a justice automation system utilized by over 15 Brazilian states.
- Simulated complex scenarios in staging environments to reproduce and analyze critical bugs reported by judicial institutions.
- Wrote SQL queries in Oracle, DB2, and SQL Server to identify data inconsistencies and validate system integrations.
- Documented recurring issues and system patterns, reducing regressions and enhancing response time by approximately 15%.
- Served as liaison among support, engineering, and end users to ensure precise technical communication and alignment of expectations.
Education
Bachelor of Technology - Software Development
Universidade Cruzeiro Do Sul
Florianópolis05.2025
Bachelor of Laws - Law
Centro Universitario Cesusc
Florianópolis12.2018
Skills
- SaaS Support
- REST APIs
- SQL
- Log Analysis (Kibana, Grafana)
- Debugging
- Nodejs
- JavaScript
- Python
- Technical Writing
- Documentation
- Web Application Troubleshooting
Websites
Projects
API Documentation Overhaul, Involves, 04/01/25, Present, involves-stage-api-reference.vercel.app/pt/, Leading a complete overhaul of Involves Stage's API documentation to reduce support dependency and enhance developer onboarding for LATAM clients., Built with VitePress, Vue 3, TypeScript, and VueUse Motion, featuring multilingual support (pt-BR, en, es, fr), scrollspy navigation, responsive layout, and dark mode., Integrated real-world REST examples, versioning, and modern DX principles to improve clarity, usability, and target a 90% drop in API-related support tickets.
Languages
English
Upper Intermediate (B2)
B2
Portuguese
Native
Native
Accomplishments
CX Awards – Support Highlight (Q3 2022), Involves: SLA 95.6%, FCR 63.4%, Reopen Rate 3.94%.
Timeline
Software Developer
Self-employed
02.2025 - Current
Technical Support Consultant - Level II
Involves
12.2021 - 08.2025
Technical Support Analyst - Level II
TIVIT
09.2021 - 12.2021
Technical Support Analyst
Softplan
01.2020 - 07.2021
Bachelor of Technology - Software Development
Universidade Cruzeiro Do Sul
Bachelor of Laws - Law
Centro Universitario Cesusc