Tiago Santos
@tiagosantos4
Support Engineering Manager turning complex SaaS/API incidents into lasting customer and product improvements.
United KingdomWhat I'm looking for
I’m a Support Engineering Manager with six years across software and SaaS support, currently leading a small L2/L3 team while staying hands-on with the most complex customer issues. I’m comfortable moving between customer conversations, APIs, integrations, databases, logs, and code to reach practical resolution.
I lead high-impact incidents, coordinate P1/P2 issues, and keep enterprise customers informed with calm, practical, and accurate updates. In investigations, I diagnose REST and GraphQL APIs, webhooks, integrations, and data consistency using logs, queries, structured testing, and code-level debugging. I also mentor engineers through one-to-ones and escalation reviews to improve ownership and investigation quality.
Across my roles, I’ve partnered closely with Product and Engineering to turn support findings into lasting improvements. At Exprodo, I led an API test-automation initiative that contributed to a 40% reduction in release timelines, and I improved Jira/Confluence workflows for triage, backlog management, onboarding, and documentation. Earlier, I introduced operational reviews at Zetes that reduced resolution time by 60%, and I built an internal code-quality tool at Blue Yonder that increased productivity by 20%, while expanding documentation practices to reduce repeat questions at NorthRow.
Experience
Work history, roles, and key accomplishments
Support Engineering Manager
Semble
Mar 2026 - Present (4 months)
Lead and mentor a small L2/L3 support engineering team while staying hands-on with complex customer issues. Acts as the senior escalation point and coordinates cross-functional P1/P2 incidents, driving fixes and stronger support processes.
Support Engineer
Semble
Feb 2025 - Feb 2026 (1 year)
Served as a Support Engineer for platform behavior and REST/GraphQL API, webhooks, and integration escalations. Investigated issues using Datadog, MongoDB, SQL, Postman, and code-level debugging, and coordinated P1/P2 incidents with Product and Engineering.
Technical Customer Support Engineer
Exprodo Software
Mar 2023 - Feb 2025 (1 year 11 months)
Resolved complex SaaS product, API, and integration issues in an SLA-driven support environment with clear, customer-focused communication. Led an API test-automation initiative and improved Jira/Confluence workflows for triage, onboarding, and documentation.
Technical Customer Support Engineer
NorthRow
Jan 2022 - Mar 2023 (1 year 2 months)
Worked with prospects and customers to understand technical requirements, configure a data-driven SaaS platform, and support successful implementations. Created diagnostic and knowledge-sharing practices and expanded documentation to reduce repeat questions and improve escalation quality.
Software Support Engineer
Zetes
Jul 2021 - Jan 2022 (6 months)
Introduced weekly ticket and operational reviews to reduce resolution time. Supported major UK partners through technical collaboration.
Built and owned an internal code-quality tool to reduce repetitive manual peer-review checks and improve development-team productivity. Also supported development through internal technical improvements.
Education
Degrees, certifications, and relevant coursework
De Montfort University
Bachelor of Science, Computing
Earned a BSc in Computing from De Montfort University.
Availability
Location
United KingdomAuthorized to work in
Social media
Job categories
Skills
Interested in hiring Tiago?
You can contact Tiago and 90k+ other talented remote workers on Himalayas.
Message TiagoGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
