Marcela Reis
Product Support Analyst @Movemedical
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WORK HISTORY
Product Support Analyst @Movemedical
London, GB
18/7 Technical Support Operations- Provide high-priority, mission-critical support for global medical device companies, ensuring 18/7 operational continuity for platform users across NA, EMEA, and APAC.Operational Supply Chain Support- Partner directly with client warehouse staff and operational teams to troubleshoot stock management, loaner kit processing, and loan returns, ensuring inventory is ready for life-saving procedures.Technical Root Cause Analysis- Utilize SQL and DataGrip to perform deep-dive database investigations, identifying the root causes of technical incidents and auditing system behaviors.Environment Deployment & Cloud Support- Manage technical support and environment deployment within AWS, maintaining platform stability and performance for high-stakes healthcare logistics.Quality Assurance (QA) Specialist- Lead functional QA efforts by executing regression tests and managing the bug lifecycle, using database validation to ensure all technical resolutions are successful and compliant.Product & Engineering Liaison- Translate complex support cases into technical requirements for developers, prioritizing bug fixes and feature enhancements based on real-world operational impact.
EDUCATION
UFMG
Architecture and Urbanism
ABOUT MARCELA REIS
Hi, I’m Marcela Reis — a Customer Experience and Operations Specialist with 9+ years of international experience managing global B2B SaaS clients. I am deeply motivated by working for companies that generate a tangible positive impact on the world, whether through carbon markets and sustainability or the healthcare and life sciences industry.Currently, I am a Product Support Analyst at Movemedical, where I specialize in the medical device supply chain. I am passionate about optimizing the end-to-end lifecycle of medical logistics—from sales representatives to hospital warehouses—knowing that every efficiency gained directly impacts the delivery of life-saving care.What I Bring to the Table: Mission-Driven Operations: Proven track record in high-impact sectors, including heat decarbonization, carbon certification, and medical device logistics. Technical Problem Solving: Strong proficiency in SQL for root cause analysis, database validation, and system behavior auditing. QA & Product Collaboration: Experienced in bridging the gap between client needs and engineering, managing QA testing, and setting development priorities. Global Scale: Extensive history supporting complex accounts across NA, EMEA, and APAC regions. AI & Automation: History of leading projects that reduce manual workloads by up to 80% through AI-driven tools.Knowledge:Medical Device Supply ChainHealthcare Logistics (Last-Mile Delivery)Carbon Markets & Climate-TechHeat Decarbonisation Sustainability & ESG OperationsTechnical & Functional:SQL (Database Querying & Root Cause Analysis)Product Support AnalysisQuality Assurance (QA) TestingB2B SaaS Account Management Technical Onboarding & Site Transitions Professional ToolsDatabase & Connectivity: Datagrip, SQL, Pritunl (VPN/Secure Access)Project & Knowledge Management: Jira, Confluence, ClickUp, AsanaCustomer Operations & Support: Pylon, Salesforce, Intercom, ZohoDesI thrive on solving complex challenges, creating scalable systems, and helping mission-driven organisations grow sustainably. Passionate about mental health, diversity and inclusion, Web3, and technology for good.Let’s connect and share ideas around CX, operations, climate/healthcare tech, or building for impact.
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