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Gabriel Souza

@gabrielsouza1

Technical Support Specialist at Accenture who investigated SaaS API, integration, tracking, and reporting issues with 95% quality accuracy.

Ireland

Message

What I'm looking for

I'm looking for remote roles across the EU or EMEA, or roles in Dublin.

At Accenture, I handled escalated cases across five products on a large-scale global SaaS platform, investigating campaign delivery, conversion tracking, and reporting discrepancies. I reached 95% quality accuracy while working 11 to 15 daily cases against priority SLAs.

I traced whether issues came from the platform, an SDK or API integration, or a configuration mismatch, then gave engineering clear reports and customers plain-language explanations. I also flagged recurring patterns so underlying causes could be addressed, and was invited to an internal pilot reviewing AI-generated customer responses.

Before that, I was a Trust and Safety Analyst at Accenture, assessing reported video content against changing policy guidelines at 95% accuracy. I also explain SQL query breakdowns on a public YouTube channel and practice investigating simulated tickets with real Postman requests.

Experience

Work history, roles, and key accomplishments

Product Support Specialist

Accenture

Oct 2024 - May 2026 (1 year 7 months)

Worked escalated cases across 5 products of a 30+ portfolio on a large-scale global SaaS platform, investigating campaign delivery, conversion tracking, and reporting discrepancies at 95% quality accuracy. Identified root causes and escalated with clear reports to engineering.

APIs Troubleshooting Integration Issues Root Cause Analysis SaaS Salesforce HubSpot SQL Postman Chrome DevTools Git Notion HTML CSS JavaScript Ticketing Platforms SLA Management Data Discrepancy Investigation

Trust and Safety Analyst

Accenture

Nov 2022 - Jan 2024 (1 year 2 months)

Assessed reported video content against frequently updated policy guidelines at 100 to 120+ cases a day, at 95% accuracy under a three-strike review system. Adapted quickly to policy changes and flagged gaps in guidelines.

Content Moderation Policy Compliance Quality Assurance Attention To Detail Adaptability

Customer Support Agent

Paddy Power Betfair

Feb 2020 - Apr 2020 (2 months)

Supported customers by chat and email, resolving account issues with attention to detail. Flagged recurring customer issues and escalated new issues by phone to senior colleagues.

Customer Support Live Chat Email Support Issue Resolution Escalation Management

Barista

Butlers Chocolate Café

Mar 2019 - Dec 2019 (9 months)

Worked a high-volume store, serving customers quickly while keeping to brand standards. Mentored colleagues and maintained strict hygiene practices under HACCP.

Customer Service Team Mentoring HACCP High Volume Operations

Floor Staff

Garden Terrace

Aug 2018 - Feb 2019 (6 months)

Served customers face to face in a fast-paced airport bar and café.

Customer Service Fast Paced Environment

Environmental Technician Assistant

Environmental Engineering

Feb 2015 - Aug 2016 (1 year 6 months)

Supported water-body analysis and river-basin planning work as part of an environmental engineering team. Handled data and documentation for the team.

Environmental Engineering Data Handling Documentation

Phone Banking Support

Atento

Apr 2014 - Sep 2014 (5 months)

Gave frontline phone support on a bank credit-card product in a regulated financial-services setting. Blocked cards, approved urgent transactions, and carried out KYC checks.

Phone Support Banking KYC Customer Service Financial Services