Caio Dias
@caiodias
I resolve complex SaaS issues and improve platform performance across support and software development.
BrazilWhat I'm looking for
I've resolved complex SaaS issues across Fingermark, Pearl, and SOCi, using root-cause analysis, logs, metrics, and engineering collaboration to improve reliability and customer experience. At SOCi, I resolved over 1,000 escalated cases, reduced average resolution time by 30%, and decreased recurring incidents by 25%.
Earlier at ProJuris, I built and optimized features with Grails, JavaScript, and SQL, improving system performance by 40% and reducing reported issues by 60%. I've also completed 500+ SaaS customer migrations with no data discrepancies and supported healthcare platforms through onboarding, training, deployments, and technical support.
Experience
Work history, roles, and key accomplishments
Technical Support Engineer
Fingermark
Dec 2025 - Present (8 months)
Managed hardware assets, coordinating logistics and technicians to ensure continuity. Led cross-layer escalations and conducted root-cause analysis.
Senior Technical Support Engineer
Pearl
Apr 2025 - Oct 2025 (6 months)
Resolved and escalated bugs, performed root cause analysis, and improved customer experience.
Technical Support Engineer
SOCi, Inc.
Nov 2022 - Jan 2025 (2 years 2 months)
Resolved over 1,000 complex escalated cases, reducing average resolution time by 30%. Investigated technical issues with New Relic and FullStory, decreasing recurring incidents by 25%.
Junior Software Developer
ProJuris
May 2021 - Nov 2022 (1 year 6 months)
Developed scalable software solutions with Grails, JavaScript, and SQL, enhancing system performance by 40%. Conducted database migrations and optimizations, leading to a 60% decrease in reported issues.
Technical Support Engineer
ProJuris
Aug 2020 - May 2021 (9 months)
Completed over 500 customer migrations to SaaS platforms, leading to an 80% increase in satisfaction. Handled high-priority tickets with an average resolution time of 1.5 hours.
Tech Support Analyst
Méderis
May 2018 - Jul 2020 (2 years 2 months)
Served as primary contact for technical support, cutting ticket resolution time by 35%. Facilitated customer onboarding and training, resulting in a 60% increase in adoption rates.
Tech Support Intern
Méderis
Apr 2018 - May 2018 (1 month)
Addressed technical challenges and aided in system maintenance tasks, improving overall system reliability.
Education
Degrees, certifications, and relevant coursework
Rockfeller Language Center
Language Course, English Language and Literature
2021 - 2022
Studied English Language and Literature at Rockfeller Language Center, completing in February 2022.
Anhanguera
Bachelor's Degree, Computer Science
2018 - 2021
Bachelor's Degree in Computer Science from Anhanguera, completed in December 2021.
Availability
Location
BrazilAuthorized to work in
Job categories
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