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Senior Application Support Specialist @Flexera
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WORK HISTORY
Senior Application Support Specialist @Flexera
Own Tier 2/3 enterprise support for Flexera solutions, managing complex escalations end-to-end and meeting SLA targets for a global customer base (NA/EMEA/APAC).Act as a technical escalation point for high-impact P1/P2 incidents, driving deep troubleshooting, stakeholder communication, and timely resolution in fast-paced environments.Troubleshoot application and infrastructure issues across Windows Server / Linux / Unix, including IIS, networking fundamentals (TCP/IP, DNS, SSL/TLS), and cloud/hybrid environments (Microsoft Azure).Perform advanced database troubleshooting in Microsoft SQL Server (T-SQL): SQL queries, stored procedures, data validation, and performance analysis/tuning to identify bottlenecks and data-related defects.Investigate product behavior via application logs, OS events, and integration traces; reproduce issues in lab/test environments when needed; deliver workarounds, permanent fixes, and contribute to Root Cause Analysis (RCA) and post-incident learnings.Diagnose issues involving integrations and APIs (REST/HTTP), including request/response analysis and authentication/identity flows (SSO, SAML, OAuth, IdP).Partner with Engineering, Product Management, and Account teams to escalate defects, validate fixes/hotfixes, and address enhancement requests—supporting customer retention and renewals.Create, publish, and continuously improve Knowledge Base (KB) documentation following KCS practices, reducing repeat incidents and improving MTTR (time-to-resolution).Manage multiple concurrent cases with strong prioritization, clear written communication, and consistent updates through the support/ticketing platform (ITSM), ensuring a high-quality customer experience.
EDUCATION
FIAP
Master of Business Administration - MBA, Information Technology Management
IPOG - Instituto de Pós-Graduação e Graduação
Masters, Forensic Computing and Information Security
Universidade Cidade de São Paulo
Majored in Computer Sciences , Ciência da Computação - TI
SKILLS
ABOUT THIAGO DO CARMO
Senior Application Support Specialist with 10+ years of experience supporting enterprise customers in complex, mission-critical environments across the Americas. I specialize in Tier 2/3 application and infrastructure support, troubleshooting across Windows, Linux/Unix, SQL Server (T-SQL), IIS, and networking (TCP/IP, DNS, SSL/TLS) in cloud and hybrid environments (Azure/AWS).Hands-on experience supporting containerized and virtualized environments (basic Docker troubleshooting, container/image logs, runtime behavior) and Microsoft 365 administration/troubleshooting (identity & access, service connectivity, tenant-level configuration), consistently improving resolution speed and customer outcomes within defined SLAs.I collaborate closely with Engineering, Product, and Account teams to drive defect resolution, handle high-impact escalations, and improve Knowledge Base content following KCS, strengthening customer retention and support efficiency.In addition to my corporate role, I bring a background in digital forensics and security consulting, including log analysis and technical investigations—sharpening my analytical thinking, attention to detail, and structured root cause analysis approach.Known for a customer-first mindset, strong cross-team collaboration, and the ability to manage multiple priorities in fast-paced, global environments while continuously expanding technical expertise.
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