Integrations
Design, build and validate complex API integrations.
Senior Support Engineer III
Guilherme Rodrigues
Precision. Reliability. Impact.
Data & Analytics
Query, investigate and draw insights from data.
Reliability
Troubleshoot, optimize and ensure systems scale.
People First
Bridge technical depth with customer success.
Experience
Senior Support Engineer III
Checkr, Inc.
- Tier-3 owner for the company’s largest enterprise accounts, including Fortune 100 platforms in e-commerce, mobility, and on-demand delivery, across a caseload of roughly 180 cases a month
- Embedded in every SEV0 to SEV3 response as Incident Communication Liaison: the single voice to leadership and enterprise customers while Engineering, Infrastructure, Security, and Product work the fix
- Own complex partner integrations after onboarding, resolving webhook, authentication, and event-driven failures that span multiple systems
- Building AI-assisted investigation tooling that compresses evidence gathering and triage, with strict guardrails on security, privacy, and output verification
- Shape the team’s next hires and its current ones: technical interview exercises, structured coaching, and documentation standards
Senior Support Engineer II
Checkr, Inc.
- Resolved 96% of escalated cases without Core Engineering involvement while carrying roughly 90% of enterprise partner tickets
- Rebuilt intake and escalation workflows during a period of reduced headcount, bringing Engineering Support triage under 30 minutes
- Technical subject matter expert on a Fortune 100 product migration, steering cross-functional stakeholders to a clean production cutover
- Helped design and operate the 24/7 global support and monitoring model that cut response times by 30%
- Stepped in as operational lead during management absences, running incident resolution and cross-team coordination independently
Level 2 Support Engineer
Salesforce
- 1,200+ enterprise technical issues resolved annually across Salesforce Service Cloud
- 80+ knowledge base articles and runbooks adopted as the team’s standard operating procedures
- Direct partnership with Salesforce Engineering on production bug triage and customer-impacting fixes
- 15% reliability improvement through proactive monitoring alerts and failure pattern analysis
Skills
Incident & Escalation Management
Security & Identity (IAM)
SQL & Data Analysis
REST APIs & Integrations
Cloud & Observability
Automation & Tooling
Product & Full-Stack Build
Projects
Ink-y
Solutions & QA EngineerA creative web application built from the ground up, combining modern design principles with intuitive user experiences and clean, performant code.
ink-y.appEducation
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
- PortugueseNative
- EnglishNative / Bilingual
- SpanishProfessional Working
Let's work together
See a fit? Let’s connect.
If my experience aligns with what you’re looking for, I’d be glad to discuss the role, your team, and where I could contribute.