Personal Project
Ink-y
A creative web application built from the ground up, combining modern design principles with intuitive user experiences and clean, performant code.
Precision. Reliability. Impact.
Guilherme
Rodrigues
Senior Support Engineer III
Specialized in Enterprise Operations, Technical Escalations & Reliability.
About Me
Solving complex problems with clarity and precision.
Over the past 8+ years, I have built a career at the intersection of technical excellence and customer advocacy — working within industry leaders like Checkr and Salesforce to resolve thousands of complex platform issues, drive down escalation rates, and set new benchmarks for SLA compliance.
Skills & Expertise
Incident & Escalation Management
Security & Identity (IAM)
SQL & Data Analysis
REST APIs & Integrations
Cloud & Observability
Automation & Tooling
My Experience
—
Present
Senior Support Engineer III
Checkr, Inc.
- Own end-to-end incident lifecycle for SEV0–SEV3 events, leading cross-functional war rooms with Engineering, Product, and Infrastructure to restore service reliability
- Reduced customer-facing escalations by 20% through a proactive root cause analysis framework
- Maintained 98% SLA/SLO compliance across all support tiers
- Organization's subject matter expert on security & identity — architecting playbooks for OAuth 2.0, SAML, SCIM, and Okta SSO
- Mentor a team of engineers, driving 25% uplift in performance through structured coaching and process standardization
—
Senior Support Engineer II
Checkr, Inc.
- Go-to escalation point for the platform's most complex technical issues — 95% resolved without further escalation
- Deep expertise in SQL (Snowflake), REST API debugging (Postman, curl), and distributed log analysis (Kibana, Datadog)
- Engineered Python automations and API integrations that eliminated 40% of repetitive manual workflows
- Key role in standing up a 24/7 global support model, reducing response times by 30%
- Established real-time operational dashboards for leadership visibility
—
Level 2 Support Engineer
Salesforce
- Handled 1,200+ enterprise-grade technical issues annually across Salesforce Service Cloud
- Authored 80+ knowledge base articles and runbooks adopted as standard operating procedures
- Partnered directly with Salesforce Engineering to triage production bugs and advocate for customer-impacting features
- Improved system reliability by 15% through proactive monitoring alerts and failure pattern identification
- Built foundations in CRM architecture, cloud infrastructure, and large-scale customer operations
Education
Certificate — IT & Professional Skills
Year Up / Foothill College
San Francisco, CA
Intensive program covering Project Coordination, Web Development, Network System Administration, IT Helpdesk, Professional Skills, and Business Communications.
Languages
Portuguese
Native
English
Native / Bilingual
Spanish
Professional Working
Featured Projects
Get in Touch
Let's Work Together
I'm always open to discussing new projects, creative ideas, or opportunities to be part of your vision.
Email
guimarquesar1@gmail.com
Phone
+1 (669) 369-8537
Location
Santa Clara, CA