Thamires Moura

• Lead the development of Hitch’s support operations, building the documentation strategy, knowledge infrastructure, and internal workflows needed to support a growing organization.
• Design escalation protocols and SLA frameworks that establish clearer ownership, response expectations, and coordination across Support and Engineering.
• Configure and connect Front, Linear, and Datadog to strengthe

• Delivered Tier 2 technical support for global merchants across the United States and Canada, investigating complex payment, transaction, and integration issues.
• Supported incident operations for high-impact merchant issues, including initial triage, impact assessment, evidence collection, prioritization, technical escalation, and recovery validation.
• Analyzed application logs, transaction da

• Supporting users with payment flows, bank connections, integrations, and account issues in a fast-paced SaaS platform.
• Acted as the first point of contact for technical and operational issues, handling cases related to failed transactions, pending payments, browser/environment conflicts, and no-code integrations. Known for clear communication, calm handling of sensitive financial situations, a

• Provided technical support for SaaS tools used within iFood’s operational environment, resolving platform, application, and workflow-related issues.
• Managed complex incidents through Jira, maintaining structured ownership from initial triage through investigation, escalation, stakeholder communication, and closure.
• Prioritized incidents according to urgency and operational impact while docum

• Configured Medallia solutions for enterprise customer experience programs, translating business requirements into functional platform configurations.
• Built dashboards, surveys, and reporting structures that transformed customer feedback into actionable insights for business stakeholders.
• Worked directly with stakeholders to understand their objectives, clarify requirements, and recommend tec

• Delivered bilingual customer and technical support for a SaaS platform, consistently working within service-level expectations in a fast-paced environment.
• Investigated platform issues, managed customer cases through HubSpot, and maintained clear communication from initial report through resolution.
• Partnered with Engineering to escalate complex cases, reproduce bugs, and provide the custome

Worked as Travel at Career Break.

I provided field technical support in multiple units and corporate environments, troubleshooting hardware, network, and operating system failures with a focus on operational continuity and end-user productivity.

I implemented and configured corporate software, such as antivirus software, Office suites, and internal systems, ensuring compliance with company standards.

I trained users in best IT p

Worked as Chief Evangelist at Imaht.

Worked as Customer Support and Digital Marketing at Redu Educational Technologies.

Jun 2025

Jan 2024

Jan 2024

Apr 2023

Apr 2022

Mar 2022

Mar 2022

Aug 2021

Oct 2021

Aug 2021