Heitor Garcia

Technical Support Engineer with 5+ years of experience supporting enterprise SaaS platforms and leading complex production investigations and incident response. Experienced owning end-to-end customer escalations through SQL, APIs, log analysis, and cross-functional collaboration with Engineering and Product teams. Passionate about automation, operational excellence, and mentoring support engineers.

Technical Support Engineer – SAP Concur Travel at SAP (2021-12 – Present)

• Owned the end-to-end lifecycle of high-priority enterprise escalations, partnering with Engineering, Product, Customer Success, and Solution Advisors to drive root cause analysis, validation, customer communication, and production fixes.
• Investigated complex distributed system issues involving REST APIs, enterprise integrations, booking platforms, and profile synchronization.
• Performed production incident response and root cause analysis using SQL, Kibana, Elasticsearch, Postman, JSON/XML, and application logs to identify systemic issues and validate resolutions.
• Validated fixes across QA and Production environments while defining validation criteria and ensuring production readiness before customer deployment.
• Participated in rotational after-hours/on-call support, responding to high-priority production incidents and customer escalations.

Support Engineer - Confluence Cloud at e-core (Atlassian Partner) (2021-08 – 2021-12)

• Delivered technical support for Atlassian Confluence Cloud, troubleshooting complex customer issues across permissions, spaces, macros, authentication, and cloud platform behavior.
• Investigated complex production issues using REST APIs, SQL, JavaScript, Java, HTML/CSS, and Splunk, performing root cause analysis and reproducing defects before escalating to Atlassian Engineering.
• Collaborated with customers to diagnose technical issues, communicate solutions, and improve product adoption through clear technical guidance.
• Worked in Agile environments while maintaining detailed technical documentation and high-quality case management.

Bilingual Service Desk Analyst at HCL Technologies (2018-01 – 2019-03)

• Delivered bilingual technical support in Portuguese and English via phone, email, and chat
• Logged detailed incidents to document investigations and coordinate resolution.
• Troubleshot software, hardware, network, access, and account-management issues.
• Escalated critical incidents to specialized resolver teams while maintaining clear customer communication throughout the investigation.
• Collaborated with internal support teams to coordinate incident resolution and knowledge sharing.

Scientific Initiation Fellow at UNISINOS (CNPq) (2014-04 – 2015-01)

• Research on ubiquitous computing
• Mobile development (iOS)

Integrated Technical Program in Computer Science – Instituto Federal Sul-Rio-Grandense - RS, Brazil (2013 – 2017)