Nilton Junior

I’m a Technical Support and Application Support professional with experience in L2 support, troubleshooting, incident investigation, technical escalation, root cause analysis, and customer-facing operations in global environments.

At Concentrix, I supported Google Android and Google One, including escalated L2 cases, issue investigation, documentation, and troubleshooting. I later progressed into a Subject Matter Expert role, helping peers with complex cases and technical guidance.

At ByteDance/TikTok, I worked across Trust & Safety and Quality Operations while also investigating moderation-tool issues and tracking technical tickets with global teams. I identified a policy interpretation gap linked to approximately 45% of leakage and contributed to corrective actions that reduced it to around 16% within three weeks. I also developed an AI-assisted analysis approach that helped improve quality performance from approximately 69% to 80%.

Earlier in my career, I supported Dell, Kaspersky, and Apple customers in technical and customer support environments, working with troubleshooting, remote support, diagnostics, case documentation, and Salesforce.

I also have hands-on knowledge of SQL, PostgreSQL, REST APIs, JavaScript, Node.js, TypeScript, Windows, Linux, macOS, and Microsoft 365, along with backend projects involving APIs, testing, authentication, databases, Docker, and CI.

I’m fluent in English, a native Portuguese speaker, and have professional working proficiency in Spanish. I’m currently focused on remote opportunities in Technical Support, Application Support, Product Support, Support Engineering, and SaaS environments.