Open to opportunities

Eduardo Morais

@eduardomorais1

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Senior technical support engineer delivering L2/L3 remote troubleshooting and customer success across SaaS.

Brazil

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What I'm looking for

I’m looking for a fully remote role where I can own L2/L3 troubleshooting end-to-end—remote diagnostics, RCA, and SLA/incident management—while using Zendesk/Jira to improve customer outcomes across omnichannel support.

I’m a 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, Root Cause Analysis (RCA), incident management, escalations, and high-pressure SLA support—while keeping CSAT strong through consistent omnichannel communication.

My edge comes from blending customer experience with a solid industrial automation background (PLC/HMI, electrical diagnostics, commissioning). I’ve used Zendesk and Jira to manage ticketing, backlog, and support workflows, and I bring consultative sales and customer lifecycle skills—needs assessment, solution positioning, CRM pipeline, onboarding, retention, and negotiation—to help customers achieve real outcomes.

Experience

Work history, roles, and key accomplishments

Current

Sales Executive & Customer Experience

Current

Wiser Sales Platform

Sep 2025 - Present (10 months)

Manages consultative customer interactions for the education sector, including needs assessment, solution positioning, and relationship development. Supports customer onboarding, engagement, retention, and CRM-driven sales pipeline activities with outbound prospecting and negotiations.

Consultative Sales Customer Lifecycle Management Customer Onboarding Customer Retention Negotiation Outbound Prospecting Needs Assessment

Solar Electrical Technician

All Pro Solar

Jan 2023 - Jan 2025 (2 years)

Provides technical support for photovoltaic/renewable energy clients across the South Florida region, including remote and on-site diagnostics. Supports electrical measurements, system testing, CSAT-focused customer assistance, and service order clarifications while coordinating schedules and handling installation tasks.

Technical Support Remote Diagnostics System Testing

Electrical Systems Technician

Flow Marine Systems Air Conditioning & Refrigeration

Jan 2020 - Jan 2022 (2 years)

Delivers frontline remote technical troubleshooting for marine air conditioning systems and electrical panels for premium accounts. Performs electrical assembly, wiring, and commissioning of marine HVAC control panels, maintaining digital interaction records and clearing unresolved tickets through proactive follow-up.

Wiring Commissioning PLC HMI Programming Safety Interlocks Ethernet IP Modbus Profibus Profinet NMEA Inverter Control Systems Support

Automation Technician

TOX® Brasil (Pressotechnik)

Jan 2015 - Jan 2016 (1 year)

Programs and diagnoses Siemens PLC-controlled welding cells using German technical standards. Conducts troubleshooting, root cause analysis, validation, and commissioning, and supports machine acceptance processes aligned with VDA/IATF quality standards.

PLC Diagnostics Root Cause Analysis Commissioning Machine Setup And Parameterization Machine Acceptance Support

Industrial Automation Specialist

Raumak Packaging

Jan 2008 - Jan 2015 (7 years)

Develops and programs PLC logic and configures HMI applications for automated packaging machinery, production lines, and industrial systems. Leads support for international corporate accounts, providing structured operational training and technical documentation in Spanish.

PLC Programming PLC Logic Development HMI Development Safety Interlocks Sensors Synchronization Speed Control Screen Maintenance

Operational Support Assistant

Linhas Setta Ltda.

Jan 2007 - Jan 2008 (1 year)

Provides first-line technical support to textile production teams to maintain operational continuity. Interprets electrical diagrams and performs preventive/corrective maintenance and troubleshooting on complex automatic textile machinery under production pressure.

Preventive Maintenance Electrical Troubleshooting Textile Machinery Maintenance Hacoba SSM

Customer Experience Technician

Sagewood Corporation

Supports customer operations and technical support including onboarding, consultative selling, negotiation, and CRM pipeline/lifecycle management. Also assists field operations with technical verification, process execution, quality requirements, and safety monitoring under US federal standards (OSHA).