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Guilherme Souza

@guilhermesouza

Support engineer at SAP Concur who traced NetSuite integration failures with SQL and helped customers fix their source data.

Brazil

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What I'm looking for

I'm open to remote, hybrid, or on-site roles in support engineering or integrations.

At SAP Concur, I supported TripIt users and investigated recurring issues. I reproduced bugs, documented steps and logs in JIRA, and escalated root-cause evidence to engineering.

I also built Freshdesk dashboards summarizing issues, requests, and case volume to help product and development teams prioritize fixes. In front-line support, I resolved Tier 1 cases and wrote help center articles and troubleshooting guides.

On SAP Concur to NetSuite connectors running on SAP BTP, I used SQL to trace failed records and consulted customers on their source data. I also contributed to connector implementations and helped create an onboarding program for new hires.

Experience

Work history, roles, and key accomplishments

Solution Support Engineer (TripIt)

SAP Concur

Jan 2026 - May 2026 (4 months)

Tier 1 support for TripIt's global user base, plus bug escalation to engineering and reporting for product.

• Gave product and development teams a data-driven basis to prioritize the bug fixes and features with the highest user impact, by building Freshdesk dashboards that summarized issues, requests and case volume per ticket type, also used in Quarterly Business Reviews (QBRs).
• Helped elimina

Support Specialist (TripIt)

SAP Concur

Oct 2024 - Jan 2026 (1 year 3 months)

Front-line support for TripIt users: triage, troubleshooting and resolution in Freshdesk.

• Resolved ~30 Tier 1 support cases per day (up to 50 on Mondays with the weekend backlog) as part of a team that consistently met its SLA target and 24-hour first response time.
• Expanded customer self-service, by writing and updating help center articles and internal troubleshooting guides.

Data Integration Consultant – NetSuite Connectors

SAP Concur

May 2023 - Oct 2024 (1 year 5 months)

Support and implementation of SAP Concur to NetSuite connectors running on SAP BTP for enterprise customers.

• Reduced repeat proactive integration failures, by using SQL to trace failed records to their root cause (most often incorrect source data) and consulting customers on why the data failed so they could fix it on their side.
• Contributed to ~15 connector implementation projects, by scopin