Looking for a job

Daniela Viana

@danielaviana

Message

I troubleshoot AI platform issues through APIs, turning customer problems into engineering-ready fixes.

Brazil

Message

What I'm looking for

I'm looking for a role where I can own complex technical customer issues, work closely with product and engineering, use clear diagnostics to drive permanent fixes, and improve support processes and customer experience.

I'm currently supporting an AI-driven platform for creators and agencies, managing daily operations, onboarding, technical support, and optimization guidance.

I troubleshoot ambiguous issues end to end by querying REST APIs in Postman and Hoppscotch, reading JSON responses and HTTP status codes, and investigating payment, billing, and third-party integration problems.

Before this, I led a 25-person Level 2 escalations team at Facebook, partnering with engineering, product, data, training, and quality teams to resolve platform issues, improve processes, and meet SLA and KPI targets.

I've also trained LATAM support teams and supported high-value clients, bringing 18+ years of customer-facing experience and a practical focus on clear diagnostics, customer outcomes, and permanent fixes.

Experience

Work history, roles, and key accomplishments

Current

Technical Customer Support

Current

Confidential

Aug 2022 - Present (4 years 1 month)

Manage daily operations for an AI-driven platform, providing technical support and troubleshooting. Own end-to-end technical troubleshooting, reproducing ambiguous bugs by querying REST APIs and reading JSON responses.

REST APIs JSON HTTP Postman Hoppscotch Troubleshooting AI Tools Customer Support Billing Cross Functional Collaboration

Manager of Operations

Transfercar

Jan 2021 - Aug 2022 (1 year 7 months)

Designed and implemented the customer service platform, translated content, and developed marketing strategies for the Brazilian market. Monitored income expense sheets and worked with developers to improve the platform based on user feedback.

Customer Service Marketing Translation Market Research Platform Development Budget Monitoring

Team Lead

Facebook

Mar 2019 - Aug 2020 (1 year 5 months)

Managed daily operations for a 25-person Level 2 escalations team, ensuring SLA/KPI targets. Partnered with cross-functional teams to investigate and resolve platform bugs, and coached agents to maintain quality standards.

Team Management SLA KPI Management Escalation Management Cross Functional Collaboration Coaching Performance Improvement Reporting Data Analysis

Latam GPAC Trainer

Facebook

Jul 2018 - Mar 2019 (8 months)

Trained agents to handle operational, finance, and product inquiries for a sensitive client during Brazil's elections. Created course content, provided refresher training, and supported agents in their first days in the queue.

Training Course Development Coaching Communication Skills Process Improvement

Client Support Analyst

Facebook

Mar 2016 - Jul 2018 (2 years 4 months)

Managed the global queue and distributed cases among LATAM agents. Investigated and troubleshot platform issues, responded to client inquiries, and worked with cross-functional teams to improve client experience.

Customer Support Troubleshooting Queue Management Cross Functional Collaboration Advertising Campaigns