Freelancer profile translated to English.
Back to original languageAbout Caique Kennedy
In charge of digital customer support, software support, and application support, I assist companies, platforms, and SaaS environments in managing customer and user support (chat, email, ticketing tools like Zendesk, Jira).
I am involved in analyzing logs, API exchanges (REST), as well as investigating data (JSON, XML) and SQL queries to quickly identify the causes of incidents and ensure their effective resolution.
Organized, responsive, and solution-oriented, I work with technical and business teams to ensure service continuity and improve support quality.
My Key Skills
- User Support & Application Support (SaaS)
Handling requests, incident analysis, resolution, and follow-up until closure.
- Monitoring Tool Functionality
Monitoring usage, detecting malfunctions, reporting and tracking anomalies.
- Configuration & Deployment
Configuring your business software components and performing functional testing. Functional acceptance, bug reproduction, clear communication with technical teams.
- Technical Data Analysis (SQL, JSON, XML)
Executing SQL queries for diagnosis, reading and analyzing JSON and XML structures within the framework of technical support.
- API Integration & Log Analysis
Analyzing API requests (REST), investigating application logs, and identifying integration anomalies between systems.
- Clear and Solution-Oriented Communication
Active listening, rephrasing needs, and personalized support.
- Autonomy, Rigor, and Sense of Service
Ability to manage priorities, work autonomously, and ensure reliable and high-quality service.
Portuguese
Native or bilingual
English
Conversational
Spanish
Conversational
French
Conversational
Remote only
Primarily works remotely
Experience
- Mercado Eletrónico Portugal, SAApplication Support – Procurement and Supply ChainDIGITAL AND ITJanuary 2024 - February 2026 (2 years and 1 month)São Paulo, BrazilInvestigated and resolved application incidents in collaboration with development teams, ensuring SLA compliance. Managed tickets via Jira and Zendesk; performed API tests with Postman and developed SQL queries (SQL Server) for root cause analysis and data validation. Monitored ERP/SAP integrations and provided functional support for the entire Procure-to-Pay process (purchase requisitions, contracts, RFQs, purchase orders, supplier onboarding).
- V2COMApplication Support – Industrial IoT and Energy SolutionsDIGITAL AND ITOctober 2021 - April 2023 (1 year and 6 months)São Paulo, BrazilSupervised connected IoT electrical devices and ensured the operational continuity of intelligent energy solutions. Performed SQL validations and diagnostics to identify and resolve system and hardware anomalies. Provided technical and functional support to industrial clients. Incident and request management via Jira.
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Education
- Master's in Digital Product ManagementPUC MinasMastère en Gestion de Produits Numériques
- Bachelor's in Computer Science – Systems Analysis and Development (Bachelor's degree)Universidade Estácio de Sá2025Licence en Informatique – Analyse et Développement de Systèmes (Bac +3)