Looking for a job

joao otranto

@joaootranto

Message

Technical Support Analyst at Kiwify who built tools and automations that reduced average ticket handling time by ~20%.

Brazil

Message

What I'm looking for

I’m eager to bring a detail-oriented, customer-focused approach to technical operational products.

At Kiwify, I support platform users by diagnosing software and usage issues, handling tickets within first-response and resolution SLAs, and escalating complex cases to Product and Engineering with clear context.

I built internal tools and automations that reduced average ticket handling time by ~20%. I also created troubleshooting and knowledge base content, used SQL, APIs, and Postman to verify platform data, and helped train and onboard CS new hires.

Experience

Work history, roles, and key accomplishments

Current

Senior Technical Support Analyst

Current

Kiwify

Dec 2025 - Present (10 months)

Provided front-line technical support to platform users, resolving software and usage issues and distinguishing user-level experience problems from underlying platform bugs. Triaged, categorized, and responded to inbound requests within internal first-response and resolution SLAs, managing roughly 50-60 tickets and bug reports per month.

SQL Metabase Excel APIs Postman Slack Ticket Triage SLA Management Escalation Workflows Knowledge Base Writing Regression Testing

Mid-Level Technical Support Analyst

Kiwify

Jul 2024 - Dec 2025 (1 year 5 months)

Provided technical support to platform users, resolving issues and escalating complex cases to Product and Engineering. Created and maintained technical FAQ and knowledge base content, standardizing troubleshooting steps and reducing repeat questions.

SQL Metabase Excel APIs Postman Slack Ticket Triage SLA Management Escalation Workflows Knowledge Base Writing Regression Testing

Junior Technical Support Analyst

Kiwify

Mar 2024 - Jun 2024 (3 months)

SQL Metabase Excel APIs Postman Slack Ticket Triage SLA Management Escalation Workflows Knowledge Base Writing Regression Testing

Senior Customer Success Analyst

Kiwify

Dec 2023 - Mar 2024 (3 months)

Led part of the 7-member Technical Customer Success team, training and onboarding 15–20 CS new hires on platform functionality and support processes. Identified recurring issues and process gaps, and built internal tools and automations that reduced average ticket handling time by ~20%.