# Thamires Moura

Thamires Moura is a remote worker on Himalayas, Support Operations Lead at Hitch Equity, based in Brazil.

Source: https://himalayas.app/@thamiresmoura

```text
Support Operations Lead at Hitch Equity building escalation workflows, SLA frameworks, and AI-assisted support operations.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Brazil |
| Authorized to work in | Brazil |
| Salary expectations | 55k+ USD |
| Job categories | Technical Support Specialist, Technical Support Analyst, Technical Customer Support Associate |
| Skills | Support Operations, L2 L3 Technical Support, Incident Management, Escalation Management, Service Level Agreements, Root Cause Analysis, Log Analysis, API Troubleshooting, Troubleshooting Integration Issues, Payment Processing, RTP, ACH, Support Tooling Workflows, Knowledge Base Management, SOP Development |
| Portfolio | https://support-consultant.com |
| LinkedIn | https://linkedin.com/in/imahtmoura |

## About

```text
At Hitch Equity, I’m building support operations for a growing organization, including documentation, knowledge infrastructure, and internal workflows. I’m designing escalation protocols and SLA frameworks to clarify ownership and coordination between Support and Engineering.

I configure Front, Linear, and Datadog to connect customer conversations with engineering escalations and technical investigation. I also build AI-assisted workflows for ticket triage, documentation, reporting, and access to operational knowledge.

At Trustly, I supported global merchants across the United States and Canada with complex payment, transaction, and integration issues. I investigated logs, transaction data, and API behavior, and partnered with Engineering during high-impact incidents; my work contributed to a 91.67% CSAT.

Across Trustly and e-Core, I improved escalation and incident workflows, documented technical findings, and supported SaaS users through complex cases. At Trustly, I reduced average resolution time by 8% and created 12 SOPs; at e-Core, I used Datadog to investigate application behavior and recurring issues.
```

## Experience

### Support Operations Lead (current)

Hitch Equity. Feb 2026 - Present

```text
• 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
```

### Technical Support Specialist (Tier 2)

[Trustly](https://himalayas.app/companies/trustly). Oct 2025 - Apr 2026

```text
• 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
```

### Technical Customer Support Analyst

[Trustly](https://himalayas.app/companies/trustly). Oct 2024 - Sep 2025

```text
• 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
```

### Technical Support Analyst – SaaS

[e-Core](https://himalayas.app/companies/e-core). Dec 2023 - Jun 2025

```text
• 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
```

### Project Analyst

SMT. Aug 2024 - May 2025

```text
• 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
```

### Customer Support Analyst

Rock Content. Jun 2021 - Aug 2024

```text
• 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
```

### Travel

Career Break. Sep 2018 - Feb 2021

```text
Worked as Travel at Career Break.
```

### Technical Support Analyst

Getway Automação. Jul 2016 - Aug 2018

```text
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
```

Skills: Troubleshooting, Technical-Support, Analytical-Skills

### Chief Evangelist

Imaht. Mar 2016 - Jul 2018

```text
Worked as Chief Evangelist at Imaht.
```

Skills: Digital-Marketing, Graphic-Design, Customer-Experience, Strategy, WordPress

### Customer Support and Digital Marketing

Redu Educational Technologies. Oct 2012 - Apr 2013

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

Skills: Digital-Marketing, Conflict-Management, Customer-Satisfaction, FAQ, Customer-Experience, Customer-Centricity, Technical-Aptitude, Customer-Support, Analytical-Skills, Training

## Education

### Descomplica Faculdade Digital

Associate's degree, Computer Systems Analysis/Analyst. 2024 - 2027

### Appoena

Troubleshooting with Datadog

```text
Jun 2025
```

### Atlassian

Confluence Fundamentals Badge

```text
Jan 2024
```

### Atlassian

Jira Fundamentals Badge

```text
Jan 2024
```

### MBA USP/Esalq

Master of Business Administration - MBA, Project Management. 2021 - 2023

### Escola Conquer

Communication and Public Speaking

```text
Apr 2023
```

### Escola Conquer

Emotional Intelligence 2.0

```text
Apr 2022
```

### SEBRAE

Customer service

```text
Mar 2022
```

### Udemy

Scrum Fundamentals for Scrum Master and Agile Projects

```text
Mar 2022
```

### Udemy

WordPress Security Masterclass - Defeat Hackers & Malware

```text
Aug 2021
```

### Pecege

Introduction to Project Management

```text
Oct 2021
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### Udemy

WordPress Intermediate Skills

```text
Aug 2021
```

### Universidade Estácio de Sá

Postgraduate studies, Marketing Communication and Digital Media. 2013 - 2014

### Unibratec

Bachelor of Technology (B.Tech.), Graphic Design. 2010 - 2012

## Tech stack

- Postman
- Amazon Quicksight
- GitHub
- Kubernetes
- Cloudflare
- Salesforce
- Zendesk
- Visual Studio
- Jira
- Linear
- JavaScript
- JSON
- HubSpot
- PagerDuty
- Grafana
- Kibana
- Prometheus
- Datadog
- Confluence
- ClickUp
- WordPress
- Front
- N8N
- incident.io
- Claude
- REST APIs
- Microsoft Office

To contact Thamires, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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