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I’m a Senior Technical Support Engineer with 15+ years of hands-on experience troubleshooting complex industrial and field systems, delivering L2/L3 remote diagnostics, and driving root-cause analysis to restore service quickly. I’m fully remote-ready with a dedicated home office and redundant wired fiber connectivity, and I consistently support US and LATAM schedules with reliable, high-quality customer interactions across voice, chat, and email. Across industrial automation, electrical systems, and automation controls, I combine deep technical ownership with structured incident management and strong CRM/ticketing discipline (Zendesk/Jira). From inverter and panel diagnostics in solar and electrical environments to PLC/HMI programming support and safe commissioning practices, I focus on speed, accuracy, and SLA compliance—backed by trilingual communication in Portuguese, advanced English, and Spanish.…I’m a Senior Technical Support Engineer with 15+ years of hands-on experience troubleshooting complex industrial and field systems, delivering L2/L3 remote diagnostics, and driving root-cause analysis to restore service quickly. I’m fully remote-ready with a dedicated home office and redundant wired fiber connectivity, and I consistently support US and LATAM schedules with reliable, high-quality customer interactions across voice, chat, and email. Across industrial automation, electrical systems, and automation controls, I combine deep technical ownership with structured incident management and strong CRM/ticketing discipline (Zendesk/Jira). From inverter and panel diagnostics in solar and electrical environments to PLC/HMI programming support and safe commissioning practices, I focus on speed, accuracy, and SLA compliance—backed by trilingual communication in Portuguese, advanced English, and Spanish.

Eduardo Silva Morais

Sound Engineer, Sound Technician, Audio Engineer, +4

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I’m a Senior Technical Support Engineer with 15+ years of hands-on experience troubleshooting complex industrial and field systems, delivering L2/L3 remote diagnostics, and driving root-cause analysis to restore service quickly. I’m fully remote-ready with a dedicated home office and redundant wired fiber connectivity, and I consistently support US and LATAM schedules with reliable, high-quality customer interactions across voice, chat, and email. Across industrial automation, electrical systems, and automation controls, I combine deep technical ownership with structured incident management and strong CRM/ticketing discipline (Zendesk/Jira). From inverter and panel diagnostics in solar and electrical environments to PLC/HMI programming support and safe commissioning practices, I focus on speed, accuracy, and SLA compliance—backed by trilingual communication in Portuguese, advanced English, and Spanish.…I’m a Senior Technical Support Engineer with 15+ years of hands-on experience troubleshooting complex industrial and field systems, delivering L2/L3 remote diagnostics, and driving root-cause analysis to restore service quickly. I’m fully remote-ready with a dedicated home office and redundant wired fiber connectivity, and I consistently support US and LATAM schedules with reliable, high-quality customer interactions across voice, chat, and email. Across industrial automation, electrical systems, and automation controls, I combine deep technical ownership with structured incident management and strong CRM/ticketing discipline (Zendesk/Jira). From inverter and panel diagnostics in solar and electrical environments to PLC/HMI programming support and safe commissioning practices, I focus on speed, accuracy, and SLA compliance—backed by trilingual communication in Portuguese, advanced English, and Spanish.

Available to hire

I’m a Senior Technical Support Engineer with 15+ years of hands-on experience troubleshooting complex industrial and field systems, delivering L2/L3 remote diagnostics, and driving root-cause analysis to restore service quickly. I’m fully remote-ready with a dedicated home office and redundant wired fiber connectivity, and I consistently support US and LATAM schedules with reliable, high-quality customer interactions across voice, chat, and email.

Across industrial automation, electrical systems, and automation controls, I combine deep technical ownership with structured incident management and strong CRM/ticketing discipline (Zendesk/Jira). From inverter and panel diagnostics in solar and electrical environments to PLC/HMI programming support and safe commissioning practices, I focus on speed, accuracy, and SLA compliance—backed by trilingual communication in Portuguese, advanced English, and Spanish.

Skills

Experience Level

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Beginner

Beginner

Language

Portuguese

Fluent

English

Advanced

Spanish; Castilian

Advanced

Work Experience

Sales Executive & Customer Experience — EdTech Sales Platform at Wiser Sales Platform

September 1, 2025 - Present

Managed 40+ active accounts in the EdTech sales pipeline, using consultative needs assessments to achieve an 18% lead-to-enrollment conversion. Supported onboarding for 25+ new customers per month and reduced early-stage drop-off by implementing structured follow-up and engagement cadences. Executed 60+ outbound prospects weekly with a 30% qualification rate by applying discovery and solution-positioning frameworks.

Senior Technical Support Engineer (Remote Technical Operations) | L2/L3

September 1, 2025 - Present

Provided fully remote L2/L3 technical support with strong SLA compliance, troubleshooting, incident management, and escalation handling. Supported complex industrial/field systems using remote diagnostics and root-cause analysis, ensuring fast issue resolution without unnecessary dispatch. Operated in omnichannel customer support workflows (Zendesk/Jira), managed CSAT tracking, and maintained professional client-facing video support.

Sales Executive & Customer Experience — EdTech Sales Platform (Remote) at Wiser Sales Platform

September 1, 2025 - Present

Managed 40+ active accounts in the EdTech sales pipeline, improving lead-to-enrollment conversion via structured needs assessments and consultative sales calls. Supported onboarding for 25+ new customers per month, reducing early-stage drop-off through structured engagement and follow-up cadences. Conducted 60+ outbound prospecting contacts per week with strong qualification outcomes using discovery and solution-positioning frameworks.

Senior Technical Support Engineer (Remote Technical Operations) — L2/L3 at Industrial & Field Systems (Remote role)

September 1, 2025 - Present

Delivered L2/L3 remote diagnostics and escalation handling with strong SLA compliance. Configured and maintained a redundant wired fiber internet setup and a dedicated home office to ensure professional, uninterrupted support for US/LATAM shift coverage. Operated high-performance hardware to support simultaneous CRM, ticketing, and multi-channel customer communications. Provided omnichannel support (voice/chat/email) with CRM/ticketing workflow management, and used CSAT tracking to improve resolution quality. Specialized in technically complex escalations using deep industrial electrical and automation knowledge to accelerate accurate root-cause diagnosis.

Solar Electrical Technician | Technical Support at All Pro Solar

January 1, 2023 - January 1, 2025

Diagnosed and resolved inverter and electrical system faults on 350+ residential/commercial PV installations, achieving a 90% first-visit resolution rate by combining remote diagnostics with on-site electrical testing. Maintained 95%+ CSAT by proactively resolving billing and service-status questions. Completed full-cycle electrical installation work (structures, conduits, wiring, inverters) with zero safety incidents while following NEC and OSHA electrical standards.

Solar Electrical Technician — Technical Support at All Pro Solar

January 1, 2023 - January 1, 2025

Diagnosed and resolved inverter and electrical system faults on 350+ residential and commercial PV installations, combining remote diagnostics with on-site electrical testing to achieve high first-visit resolution. Maintained 95%+ CSAT by proactively addressing billing and service-status questions. Completed full-cycle electrical work (structures, conduits, wiring, inverters) across 350+ systems while following NEC and OSHA electrical standards, keeping safety incidents to zero across two years.

Operations & Technical Support Technician at Sagewood Corporation

January 1, 2022 - December 31, 2022

Performed technical verification and quality control checks across 5 active workstreams with 100% compliance with OSHA federal standards through daily field audits. Reduced operational bottlenecks by producing structured technical progress reports for management, resulting in a measurable drop in delay incidents.

Electrical Systems Technician | Technical Support at Flow Marine Systems

January 1, 2020 - January 1, 2022

Delivered remote troubleshooting for marine HVAC and electrical panel systems across 60+ premium accounts, achieving 75% issue resolution without on-site dispatch via structured step-by-step guidance. Cleared a 90-ticket service backlog by reducing average resolution time from 10 to 3 days with proactive post-service follow-up protocols. Logged 400+ service interactions in internal CRM with 100% record continuity and performed electrical assembly, wiring, and commissioning of marine HVAC control panels with a 95% first-time pass rate.

Electrical Systems Technician — Technical Support at Flow Marine Systems

January 1, 2020 - December 31, 2022

Provided remote troubleshooting for marine HVAC and electrical panel systems across 60+ premium accounts, achieving a high remote resolution rate without on-site dispatch by delivering structured, step-by-step frontline guidance. Cleared a 90-ticket service backlog and reduced average resolution time from 10 to 3 days through proactive post-service follow-up protocols. Logged 400+ service interactions in internal CRM with rigorous documentation continuity across the account base. Also performed electrical assembly, wiring, and commissioning of marine HVAC control panels with strong first-time pass performance by owning the full cycle from build to handoff.

Automation Technician | PLC & Machine Support Specialist at TOX® Brasil (Pressotechnik)

January 1, 2015 - January 1, 2016

Programmed and diagnosed Siemens PLC-controlled welding cells for automotive OEM clients (BMW, Renault), achieving defect-free commissioning outcomes through rigorous root-cause analysis and validation aligned with engineering standards. Coordinated machine acceptance milestones across 2 production lines with 100% compliance to VDA/IATF automotive quality requirements by aligning validation checkpoints to client management.

Automation Technician — PLC & Machine Support Specialist at TOX® Brasil (Pressotechnik)

January 1, 2015 - December 31, 2016

Programmed and diagnosed Siemens PLC-controlled welding cells for automotive OEM clients (BMW, Renault), achieving successful commissioning outcomes through rigorous root-cause analysis and validation protocols aligned with German engineering standards. Coordinated machine acceptance milestones across two production lines with full compliance to VDA/ IATF automotive quality standards by aligning validation checkpoints with client management teams.

Industrial Automation Specialist | PLC Programmer | Electrical Designer at Raumak Packaging

January 1, 2008 - January 1, 2015

Programmed and commissioned PLC/HMI logic for 45+ automated packaging machines, reducing unplanned downtime by 22% through safety interlocks and synchronized motion control. Led international technical support and training for accounts in Colombia, Venezuela, and Guatemala, driving a 38% productivity gain (INPROCECA: 36 → 50 ppm) via software-based system optimization. Commissioned a 12-machine production line for Unilever Colombia with stable SLA across continuous 24/7, 3-shift operations using structured technical training programs. Remotely implemented automation interlocking features for Henkel Guatemala with successful remote go-live and authored technical manuals plus operator training across multiple international client sites.

Industrial Automation Specialist — PLC Programmer / Electrical Designer at Raumak Packaging

January 1, 2008 - December 31, 2015

Programmed and commissioned PLC/HMI logic for 45+ automated packaging machines, reducing unplanned downtime by implementing safety interlocks and synchronized motion control. Led international technical support and training for accounts in Colombia, Venezuela, and Guatemala, improving operational productivity through software-based system optimization. Commissioned a 12-machine production line for Unilever Colombia with stable SLA performance across continuous 24/7, 3-shift operations by delivering structured technical training programs. Remotely implemented digital interlocking automation and operational features for Henkel Guatemala with a successful remote go-live and no on-site travel. Authored technical manuals and delivered structured operator training across three international client sites, standardizing documentation for teams using Spanish and Portuguese.

Operational Support Assistant at Linhas Setta Ltda.

January 1, 2007 - December 31, 2008

Diagnosed sensor, control-logic, and mechanical/electrical faults on 25+ industrial textile machines. Reduced production downtime by applying first-line technical support protocols under production pressure.