RemoteYeah
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bandeira's photo
Matheus Alves
From Brazil 02:37 PM (GMT-03:00)
$45/hr or $26,000/yr
Active 2 hours ago
Member since Jul 2026

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Customer Experience Cloud/On-premise Support

Software Engineer
Available for hire
Years of experience
6+ years
Experience level
Mid-level
Available for
Full-time, Contract

I have over 6 years of experience in IT, including technical support, infrastructure, and SAP Cloud Support. Currently, I support SAP S/4HANA customers worldwide, investigating complex technical issues, performing root cause analysis, and working closely with development teams to resolve product problems. Before SAP, I built a strong foundation in infrastructure, Active Directory, Microsoft 365, SQL, and customer support.

I am looking for a Technical Support Engineer or Customer Support role where I can continue solving challenging technical problems, working with customers, and expanding my knowledge of SaaS and cloud technologies. What sets me apart is my analytical mindset, strong troubleshooting skills, and ability to communicate effectively with customers while delivering high-quality support in global environments.

Skills

SQL Azure VMware JIRA JSON MongoDB MySQL ChatGPT Infrastructure as a Service HTML Python Shell Java PHP PowerShell MariaDB

Languages

English Portuguese

Employment History

Customer Experience – Cloud Support Analyst at SAP 2024 - 2027
● Provide technical support for SAP solutions in Cloud and On-Premises environments, focusing on incident analysis and functional and technical troubleshooting. ● Support the analysis of SAP system architecture and runtime behavior. ● Participate in technical and soft-skills training programs (communication, feedback, assertiveness, and presentation).
Infrastructure Analyst – Level 2 at safeweb 2022 - 2024
● Supported internal and external IT infrastructure operations. ● Administered Active Directory, including user, group, and permission management. ● Managed licenses and access in Microsoft Office 365. ● Monitored environments and prevented incidents using Zabbix. ● Developed operational and management reports using Power BI. ● Supported corporate environments of medium to high complexity.
Technical Support Analyst – Level 1 at safeweb 2020 - 2022
● Provided direct customer support in a helpdesk model. ● Supported installation, configuration, and usage of digital certificates. ● Assisted with fiscal processes, invoices, manifests, and import/export documentation. ● Supported integrations with government systems and third-party software (Caixa, Serpro, eCAC, among others).
Customer Systems Support at Frigelar 2019 - 2020
● Supported corporate system tickets and service desk requests. ● Assisted with system parameterization and configuration. ● Supported the understanding of business processes.

Education

Analysis and Systems Development at Unissinos 2024 - 2027
Bachelor’s Degree in Computer Networks at Unilasalle 2018 - 2023
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