Eduardo Morais

Senior Technical Support Engineer with 15+ years of international experience, fully remote-ready across Brazil, Latin America, and the United States. I specialize in L2/L3 troubleshooting, remote diagnostics, and incident management — with hands-on ownership of ticketing and CRM systems (Zendesk, Jira), omnichannel support (voice, chat, email), CSAT tracking, and SLA compliance under pressure. What sets me apart: a deep industrial automation background (PLC/HMI programming, electrical systems, commissioning, root cause analysis on complex machinery) that most SaaS support candidates don't have. I've spent over a decade solving problems where downtime costs real money and root cause isn't optional — that same discipline now drives how I triage, escalate, and resolve tickets in fast-moving remote teams. Trilingual (Portuguese/English/Spanish), with direct frontline experience supporting US and LATAM accounts. Fully set up for immediate, high-performance remote work (fiber internet, dedicated home office, modern hardware). Open to Technical Support Engineer, Support Engineer, and Customer Support roles — Remote, SaaS/B2B — Pleno to Senior.