Open to opportunities

Willian Sousa

@williansousa

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Senior Technical Support Engineer with expertise in SaaS and automation.

Brazil

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What I'm looking for

I am looking for a role that fosters innovation and collaboration, with opportunities for growth.

With over 12 years of experience as a Senior Technical Support Engineer, I have honed my skills in troubleshooting, SaaS integrations, and automation. My journey has been marked by a commitment to delivering exceptional customer support and developing innovative solutions that enhance user experience. I thrive in remote environments, where my strong communication skills and technical expertise allow me to effectively address complex issues and collaborate with cross-functional teams.

Currently, I provide technical support for Jira Cloud customers at Atlassian, where I tackle usability issues and develop automation solutions using REST API and Java Spring Boot. As a Co-Founder and Lead Developer at Sousas Mídia, I have designed and developed SaaS solutions that prioritize customer success. My previous roles have equipped me with a deep understanding of IT operations and end-user experience, enabling me to lead support initiatives across Latin America and streamline IT processes.

Experience

Work history, roles, and key accomplishments

Current

Atlassian Support Engineer

Current

Atlassian

Nov 2022 - Present (2 years 6 months)

Provide technical support for Jira Cloud customers, addressing usability issues, bugs, and escalations. Develop automation and integrations using REST API and Java Spring Boot to enhance customer workflows. Collaborate with engineering teams to identify and resolve product issues.

Jira REST APIs Spring Boot Automation Technical Support Communication Team Collaboration

Current

Co-Founder / Lead Developer

Current

Sousas Mídia

Jun 2020 - Present (4 years 11 months)

Designed and developed SaaS solutions, focusing on customer success and technical integrations. Created custom chat components integrated with Jira for real-time ticket management. Implemented backend systems using Node.js and Express, automating workflows and handling API integrations.

SaaS Node Express Jira API Integration Web Development Next.js Tailwind

IT End User Experience Technical Analyst

Sealed Air Corporation

Dec 2020 - Nov 2022 (1 year 11 months)

Led end-user support operations across Latin America, resolving complex technical issues remotely. Developed internal tools to streamline IT processes and enhance user experience.

Technical Support User Experience Developer Tooling IT Operations

Support Analyst

Sennit

Sep 2015 - Dec 2020 (5 years 3 months)

Provided second-level technical support, specializing in React and Node.js applications. Collaborated with development teams to debug and optimize system performance.

Technical Support React Node Debugging Systems Performance Team Collaboration

Education

Degrees, certifications, and relevant coursework

Ironhack

Bootcamp, Web Development

2022 - 2023

Specialized in React and Node.js during an intensive web development bootcamp, focusing on building modern web applications and mastering full-stack development.