# Guilherme Monteiro

Guilherme Monteiro is a remote worker on Himalayas, Senior Technical Support Specialist at Meta, based in Brazil.

Source: https://himalayas.app/@guilhermemonteiro

```text
Senior Technical Support Specialist at Meta who resolved high-impact enterprise SaaS issues and improved troubleshooting resources.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Brazil |
| Authorized to work in | Brazil |
| Salary expectations | 30k+ USD |
| Job categories | Technical Support Specialist, Software Support Specialist |
| Skills | Enterprise Technical Support, Product Support, Technical Troubleshooting, Technical Escalation, Incident Management, Root Cause Analysis, Technical Investigation, Technical Account Management, SaaS Platforms, API Fundamentals, Knowledge Base Documentation, MacOS, iOS, ICloud, Keychain |

## About

```text
At Meta, I managed a portfolio of enterprise customer accounts as the primary technical point of contact, resolving complex issues and supporting SLA compliance. I worked with Engineering by sharing reproduction steps, logs, and business impact analysis to support issue resolution.

I also improved internal documentation and troubleshooting resources, and mentored new Technical Support Specialists. At Conduent's Apple Support Program, I troubleshot macOS and iOS issues involving authentication, synchronization, and device enrollment.
```

## Experience

### Senior Technical Support Specialist

[Meta](https://himalayas.app/companies/meta). Jan 2023 - Jan 2025

```text
Managed a portfolio of 30+ enterprise customer accounts, ensuring SLA compliance and resolving complex technical issues. Collaborated with Engineering teams and mentored new support specialists.
```

Skills: Enterprise-SaaS-Support, Technical-Troubleshooting, Escalation-Management, Root-Cause-Analysis, SLA-Management, Documentation, Mentorship

### Software Support Specialist

Conduent. Jan 2022 - Jan 2023

```text
Troubleshot complex macOS and iOS technical issues and supported Apple ecosystem services. Investigated escalated issues involving account recovery and device management.
```

Skills: MacOS, iOS, Troubleshooting, Apple-Services, ICloud, Keychain, MDM, Account-Recovery

## Tech stack

- iCloud
- Zendesk
- HubSpot
- iOS
- macOS
- Google Workspace
- Notion
- ClickUp
- NetSuite
- FreshDesk

To contact Guilherme, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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