Kajla Dias
Technical Support Specialist | Triage & Escalation | SaaS Support | Customer Operations | Bilingual (PT-EN)
- Role
- Technical Support Specialist at SpaceX
- Location
- Los Angeles, CA, US
- LinkedIn followers
- 500 followers
About Kajla Dias
Bilingual Technical Support and Customer Operations Specialist with 5+ years of experience supporting SaaS platforms, resolving high-volume technical issues, and performing triage, escalation, and root-cause analysis for global customers.Currently at SpaceX (Starlink), I support Portuguese-speaking residential markets, troubleshoot hardware/software connectivity issues, resolve billing discrepancies, and collaborate with Product and Engineering teams to improve workflows, tools, and user experience.Skilled in issue classification, queue management, documentation, global logistics escalation, and customer advocacy, with a strong track record of improving processes and delivering world-class support.
Experience
Technical Support Specialist
Apr 2025 — Present
Perform issue triage for high-volume customer cases, classifying severity, identifying patterns, and routing/escalating complex issues to specialized teams.• Troubleshoot network connectivity, hardware performance, router configuration, and installation problems using diagnostic tools and structured workflows.• Investigate and resolve billing discrepancies, payment processing errors, and account access issues for global residential customers.• Support international customers in Portuguese and English, providing clear technical guidance and reducing case reopen rates.• Coordinate global logistics escalations, resolving customs holds, shipping delays, and failed deliveries for Starlink hardware.• Partner with Product, Engineering, and Tooling teams to report bugs, surface workflow gaps, and improve documentation and processes.• Maintain SLA compliance through accurate case notes, prioritization, queue management, and escalation standards.
Education
Stanton University
Master of Business Administration - MBA, Business Administration and Management, General
2020 — 2022
Centro Universitário FMU | FIAM-FAAM
Bachelor's degree, Social Communication and Journalism
2011 — 2015
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