Joice Käfer Marrero

About Joice Käfer Marrero

I am a motivated and passionate professional, first-generation college graduate and recently naturalized American (born in Brazil) with 20+ years of experience combining computer engineering expertise with a deep commitment to team building and customer satisfaction. My career, spanning from direct customer support to strategic technical administration, has equipped me to cultivate a diverse network across global teams, stakeholders and vendors, to achieve business goals, personal growth and empower end users.Some of my qualities are:• Passionate and effective with a positive attitude towards achieving goals - I consistently approach tasks with enthusiasm and determination. My can-do attitude drives me to make a meaningful impact in all that I do, inspiring those around me to strive for excellence.• Clear and concise communication - I effectively communicate complex subjects to diverse stakeholders, including internal and external parties, through various channels such as email, incidents, Slack, or video calls. • As a highly self-motivated individual, I possess a strong drive to consistently improve the procedures and processes within our company. I am constantly seeking opportunities to enhance efficiency, streamline workflows, and optimize operations.

Experience

1. Customer Solutions Engineer

   Axonius

   Jan 2025 — Present · Austin, TX, US

   Collaborate with various global teams, including Product, Customer Success, Technical Support, R&D, and Management- Work closely with Customers to understand requirements and use cases according to the customer needs and the Company roadmap- Responsible for identifying, classifying, and assigning various tasks to the Engineering Groups- Interpret customer inquiries regarding product usage and provide detailed and timely responses- Collaborate closely with engineers and comprehend technical requirements- Serve as the primary point of contact for all feature requests- Perform technical research related to the implementation of third-party integrations- Recommend improvements to the knowledge bases based on customer feedback- Identify recurring requests and highlight patterns- Provide feedback to management on improvements to processes and procedures.

Education

• The Carlyle Institute

  English for Business (advanced level)

  2013 — 2014

• Universidade do Vale do Taquari - Univates

  Bachelor's Degree, Computer Engineering

  2001 — 2008

• SEDA College

  English for Business (upper-intermediate level)

  2012 — 2013

• Waukesha County Technical College

  Associate’s Degree, Early Childhood Education and Teaching

  2016 — 2017

Skills

• Software Development
• Scrum
• Operating Systems
• Shell Scripting
• Unix
• Google Analytics
• Php
• Project Management
• Html
• Management
• Subversion
• Customer Service
• Mysql
• Open Source
• Public Speaking
• Microsoft Office
• Web Development
• Javascript
• Drupal
• Linux
• Training
• Apache
• Postgresql
• Css
• Leadership