WIllian Marinho
Support Engineer
Mogi Guacu,SP
Summary
Support Engineer | Atlassian Cloud & REST APIs Specialist | SaaS & Automation Solutions São Paulo, Brazil Support & Solutions Engineer with 12+ years of experience in enterprise IT and SaaS environments, specializing in cloud platforms, API integrations, automation, and customer-facing technical problem solving. I work at the intersection of support, systems, and solutions engineering, helping customers design, troubleshoot, and scale reliable and secure setups. I've supported global customers across LATAM, AMER, and EMEA, primarily within Jira Software and Jira Service Management. Over the past months, I increased support throughput by more than 50%, improved CSAT by approximately 40%, and raised NPS by around 30%, while maintaining strong SLA compliance and resolution quality. My technical background includes REST APIs, OAuth authentication, Automation for Jira, SQL, Java, email infrastructure (SMTP, DMARC, SPF, DKIM), cloud administration, monitoring, and log-based troubleshooting. I'm comfortable working in multi-region cloud environments and collaborating closely with engineering and product teams to resolve complex platform and integration issues. I'm currently focused on growing into international roles in cloud, customer engineering, and solutions engineering, where I can combine deep technical expertise with a strong customer-first mindset to drive scalable, long-term success
Experienced technical support professional with robust background in troubleshooting and client assistance. Consistently enhances system functionality and resolves technical issues efficiently. Known for collaborative teamwork and adaptability in dynamic environments.
Overview
13
13
years of professional experience
Work History
Support Engineer
Atlassian
Brasil
11.2022 - Current
- Delivered L1 and L2 technical support for Jira Software Cloud customers (AMER), resolving complex issues related to usability, configuration, automation, performance, and integrations
- Specialized in email infrastructure troubleshooting, supporting SMTP configuration, OAuth authentication, and DMARC, SPF, and DKIM alignment to ensure secure and reliable notification delivery
- Optimized Automation for Jira workflows, enabling customers to reduce manual processes and scale operational efficiency
- Transitioned into an API-focused support role, becoming a reference for Atlassian REST APIs, including authentication (OAuth, API tokens), custom integrations, and third-party connectivity
- Currently support Jira Service Management customers (EMEA), acting as a solutions-oriented technical partner for advanced automations, API-driven integrations, and incident, request, and asset management workflows
- Diagnosed complex platform and integration issues using logs, monitoring tools, and infrastructure analysis, collaborating closely with engineering and product teams when escalation was required
- Assisted customers in designing scalable and secure service management solutions, balancing business requirements, platform constraints, and security best practices
- Worked across multi-region cloud environments, ensuring reliability, performance, and compliance
- Increased ticket throughput by more than 50% over the last 7 months while maintaining SLA compliance
- Improved CSAT by approximately 40% and NPS by around 30%
- Increased customer satisfaction response rate, improving feedback coverage and service quality insights
- (3 years 4 months)
IT End User Experience Technical Analyst
Sealed Air Corporation
Jaguariúna, São Paulo, Brazil
12.2020 - 11.2022
- Started as a contractor supporting Brazil facilities, providing end-user support across hardware, operating systems, corporate applications, and network connectivity
- Led local execution of a large-scale hardware refresh initiative, validating system compatibility with corporate security and compliance standards and reducing post-deployment issues
- Promoted to full-time employee and expanded scope to LATAM regional support, assisting end users across multiple countries
- Supported corporate security initiatives, including company-wide 2FA rollout, endpoint security tools, and access control enforcement
- Administered enterprise printing infrastructure, managing Ricoh drivers and print queues to ensure stability across offices
- Supported virtual telephony solutions using Cisco Jabber, ensuring communication continuity for distributed teams
- Contributed to a global applications team during the migration from Google Workspace to Microsoft 365, supporting users and improving adoption during the transition
- Designed and implemented Power Automate workflows to automate internal processes, including room and equipment scheduling, reducing manual coordination for business teams
- Provided hands-on support for Windows Server environments and collaborated with infrastructure teams to maintain system reliability
Support Specialist
Sennit Combining Efforts
Jaguariúna, São Paulo, Brasil
09.2015 - 12.2020
- Provided Level 1 IT field support for Sealed Air Brazil operations, acting as the primary on-site contact for end users and IT assets
- Supported desktops, laptops, peripherals, printers, and basic network connectivity, ensuring high availability for daily operations
- Led end-user training during Windows upgrades and corporate software rollouts, improving adoption and reducing user friction
- Supported enterprise systems including SAP and HR platforms such as FPW, LG, and Domínio
- Worked closely with the Global Service Desk team, executing guided troubleshooting, escalating incidents, and ensuring alignment with global IT standards
- Managed IT asset lifecycle activities, including provisioning, replacement, and decommissioning of equipment
- Built strong relationships with business users through clear communication and hands-on support, improving user confidence in IT systems
- Tech Stack: Windows OS, SAP, FPW, LG, Domínio, Corporate IT Assets, Printers, Network Basics, Service Desk Tools
Support Specialist
ManpowerGroup
11.2014 - 08.2015
- Coordinated IT infrastructure deployment for a new Unilever facility, acting as the local technical point of contact between global IT teams, vendors, and on-site operations
- Supported SCCM-based endpoint deployments, including OS imaging, standardized software installation, and endpoint configuration
- Provisioned and configured new computers for employees, enabling Day-1 readiness and smooth onboarding
- Coordinated printer deployment with external vendors, ensuring proper installation, network integration, and compliance with corporate standards
- Supported telephony deployment by coordinating phone vendors and integrating devices into the corporate network infrastructure
- Ensured alignment between local infrastructure implementation and global IT governance, minimizing disruption during go-live phases
Technical Support Specialist
GWD IT Solutions
01.2013 - 08.2014
- Built, maintained, and supported Linux and Windows servers, ensuring availability, performance, and compliance
- Managed virtualized environments using VMware, supporting scalability and infrastructure consolidation
- Led deployment and support of enterprise platforms including Microsiga Protheus ERP, Transportation Management System (TMS), and Warehouse Management System (WMS)
- Supported business-critical logistics and operations systems, resolving incidents and assisting users with system workflows
- Implemented and administered IT asset inventory systems, improving visibility and lifecycle management
- Deployed and managed Kaspersky Security Center, overseeing endpoint protection policies and threat mitigation
Education
Web Development
Ironhack
São Paulo, Brazil03.2023
Bachelor of Science - Computational Science
Faculdade Municipal Professor Franco Montoro
Mogi Guacu, Sao Paulo, Brazil12-2015
Skills
- Remote support
- Troubleshooting skills
- Network troubleshooting
- Technical support
- Software support
- Application support
- Incident management
Key Achievements
- Enhanced Support Efficiency: Improved ticket throughput by over 50% in 7 months, maintaining full SLA compliance.
- Customer Satisfaction Boost: Increased CSAT score by 40%, enhancing overall customer satisfaction and service quality.
- Net Promoter Score Increase: Raised NPS by 30%, demonstrating improved customer loyalty and service endorsement.
- Automation Workflow Optimization: Reduced manual processes by optimizing workflows, resulting in increased operational efficiency.
Timeline
Support Engineer
Atlassian
11.2022 - Current
IT End User Experience Technical Analyst
Sealed Air Corporation
12.2020 - 11.2022
Support Specialist
Sennit Combining Efforts
09.2015 - 12.2020
Support Specialist
ManpowerGroup
11.2014 - 08.2015
Technical Support Specialist
GWD IT Solutions
01.2013 - 08.2014
Web Development
Ironhack
Bachelor of Science - Computational Science
Faculdade Municipal Professor Franco Montoro