Raquel B.

Experience

1. Customer Solutions Engineer

   Axonius

   Aug 2024 — Present · Austin, TX, US

   Conducting analysis of customer requests and issues, providing solutions or assigning the requests to the appropriate engineering teams to ensure timely resolution- Collaborating closely with a globally distributed team comprising product managers, R&D professionals, solution architects, backend engineers, support staff, sales representatives, and customer success managers to deliver customer feature requests, address and resolve issues- Managing a high volume of tickets, prioritizing and ensuring expedited resolution, particularly for critical and urgent matters- Facilitating communication between engineers and customers, as well as engineers and customer success team, by proactively understanding and clarifying customer requests to deliver solutions that meet or exceed customer expectation- Recognizing duplications and existing solutions, promoting engineering efficiency by leveraging prior knowledge and streamlining processes for enhanced productivity- Identifying areas for improvement and implementing effective strategies to deliver exceptional results.

Education

• Universidade Federal do Rio Grande do Sul

  Bachelor of Social Science

  2002 — 2005

• Federal University of Rio Grande do Sul

  Graduate Course

  2006 — 2007