LALua Alexandre
@luaalexandre
Technical Support Engineer focused on improving customer experience and operational efficiency.
BrazilWhat I'm looking for
I am a Technical Support Engineer and Customer Success professional with over three years of experience diagnosing complex issues, supporting users, and optimizing workflows to improve customer outcomes.
I have led documentation overhauls and designed onboarding programs that accelerated new-hire ramp-up and improved cross-team scalability.
I consistently deliver measurable results: high CSAT scores, reduced ticket resolution times, and improved operational efficiency through collaboration with engineering and product teams.
I bring a strong analytical mindset, clear communication, and a passion for structured technical documentation to help teams scale support and boost customer satisfaction.
Experience
Work history, roles, and key accomplishments
Technical Support Engineer
Clutch
Mar 2025 - Present (9 months)
Overhauled internal support documentation and launched an enhanced onboarding program, optimizing support workflows and improving operational efficiency and customer experience.
Technical Support Engineer
Luma Health
May 2022 - Jan 2025 (2 years 8 months)
Researched and resolved 100+ customer issues monthly with an 85% first-call resolution rate, reduced ticket resolution time by 15%, and contributed to a 20% increase in customer satisfaction through engineering and product partnerships.
Customer Success Agent
Hostinger Brazil
Dec 2020 - Jun 2021 (6 months)
Managed a portfolio of 30+ accounts driving onboarding and retention, used CRM to increase upsell opportunities by 25%, and maintained a 92% customer satisfaction rate.
Support Technician I
Nexa Tecnologia
Apr 2019 - Dec 2020 (1 year 8 months)
Handled 50+ daily inquiries across channels, resolved 90% of issues within SLA, performed preventive maintenance that reduced downtime by 15%, and improved internal team efficiency by 20%.
Education
Degrees, certifications, and relevant coursework
University Vila Velha
Bachelor's Degree, Computer Science
Pursuing a Bachelor's Degree in Computer Science; coursework and degree in progress.
Amulpho Mattos
High School Diploma, High School
Completed high school diploma at Amulpho Mattos in 2016.
Availability
Location
BrazilAuthorized to work in
Job categories
Interested in hiring Lua?
You can contact Lua and 90k+ other talented remote workers on Himalayas.
Message LuaFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
