Douglas Barra

Backend-focused Support Engineer with 4+ years of experience owning complex technical issues end-to-end across SaaS and ERP platforms. Combines strong backend code investigation skills - reading and analyzing code and embedded SQL application logic - with deep data expertise using T-SQL to troubleshoot production data issues and gather precise information for bug resolution, with additional experience querying Snowflake data lakes to identify trends across client databases. Equally comfortable debugging APIs via Postman and browser dev tools, working in ambiguous technical situations, and improving documentation to enable self-serve workflows.

With a consistent ability to translate complex backend findings into clear, actionable resolutions for both technical and non-technical stakeholders.

Technical Support Engineer at Flatiron Health (via Customertimes Corp.) (2025-08 – Present)

Oncology EHR platform - React/C#/.NET application managing clinical data, lab results, and treatment plans for cancer practices.

• Demonstrate coding proficiency by contributing directly to the core software, owning bug fixes and self-identified enhancements through to resolution, with changes made to embedded SQL queries and C# application code.
• Write and optimize SQL queries to investigate data discrepancies and validate trending data directly using Snowflake.
• Triage and own customer incidents end-to-end, from initial reproduction to root cause escalation with detailed technical context.
• Detected and resolved production errors through direct database manipulation, implementing temporary fixes while coordinating permanent solutions with development.
• Build and demonstrate cross-application knowledge across the client's core modules, enabling faster diagnosis of issues that span multiple system boundaries.

Technical Support Consultant at W Energy Software (via Velozient LLC) (2024-07 – 2025-08)

Cloud-based ERP and accounting platform for mid-market oil & gas companies - managing midstream accounting, financial workflows, and operational data.

• Investigated backend data issues by analyzing SQL Server queries, reviewing application logs, and tracing data through ERP pipeline modules.
• Detected and resolved production errors through direct database manipulation, implementing temporary fixes while coordinating permanent solutions with development.
• Used Grafana to monitor logs and identify root causes of production anomalies, reducing mean time to resolution on complex tickets.
• Triaged customer incidents via Jira, providing clear technical explanations to both technical and non-technical stakeholders.
• Maintained and expanded internal knowledge base with detailed troubleshooting guides, enabling self-serve resolution for recurring issues.

Technical Support Analyst at SistemaInfo (2023-05 – 2024-07)

TMS/ERP software house serving freight carriers and logistics providers - covering transportation planning, fiscal compliance, and financial operations.

• Detected and resolved production errors through direct database manipulation, implementing temporary fixes while coordinating permanent solutions with development.
• Wrote SQL scripts to automate repetitive diagnostic queries and data validation checks, reducing manual investigation time.
• Reproduced customer issues in isolated test environments and documented findings with detail for developers to fix bugs within expected timelines.
• Authored knowledge base articles covering software behavior and step-by-step troubleshooting, reducing repeat ticket volume for the team.
• Provided 24/7 on-call support on rotating schedule, owning critical incidents from identification through resolution.

Bachelor's Degree in Computer Science – UNESC (University of the Extreme South of Santa Catarina) (2026)