Atila R.

Hello and welcome to my Upwork profile! My name is Atila Rossito, and I’m a Senior Customer Support Engineer specializing in SaaS and eCommerce environments. Unlike traditional support agents who focus only on resolving tickets, I work at the intersection of customers, product, and engineering — ensuring clear communication, faster resolutions, and continuous product improvement. I don’t just fix issues; I investigate root causes, translate technical problems into actionable insights, and help teams prevent recurring issues. With over 12,000 hours worked on Upwork and a 100% Job Success Score, I take great pride in consistently delivering high-quality service and building long-term client relationships. I’ve earned this track record by being honest, reliable, and fully committed to understanding my clients’ needs and exceeding their expectations. With ten years in the sector and an additional five years in product design, I’ve developed a well-rounded skill set that bridges technical expertise and user-focused problem-solving. My specialization includes IT support, SaaS solutions, API troubleshooting, and the creation of clear, effective QA and technical documentation. I also deliver training that empowers teams and improves overall support performance. Additionally, my background in logistics engineering and data analysis strengthens my ability to diagnose complex issues and optimize workflows for both clients and end users. I’ve had the privilege of working with industry leaders, including Microsoft and Google partners, as well as eCommerce platforms like TopHatter and SaaS companies such as rankingCoach and SCND — supporting both B2B and B2C operations at scale. My approach focuses on delivering value through: ✅ Comprehensive IT Support – Efficiently resolving technical issues and offering proactive solutions. ✅ QA and Functional Documentation – Crafting user-friendly and precise documentation to enhance product quality and user satisfaction. ✅ SaaS Expertise – Assisting clients in navigating, adopting, and troubleshooting SaaS platforms. ✅ Training Delivery – Conducting structured training sessions to empower teams and users. With my skills and experience, I am confident in providing high-quality IT support, documentation services, and training that meet and exceed expectations. 🔹 Work Experience: ✔ Union - Technical Customer Support (EN) Software Development Industry ✔ Second – Support Manager / QA / Documentation / User Onboarding & Training (EN) Software Development Industry ✔ rankingCoach – SaaS Customer Support (PT, ES) ✔ Microsoft – Outlook Mobile Agent / Customer Support (PT, EN) ✔ TopHatter – eCommerce / Customer Support (PT, EN, ES) ✔ Google – Data Research and Analysis (EN) ✔ Plugsurfing / Volvo – Tech Customer Support (EN) ✔ Published-by – Ecommerce / Customer Support (EN) Thank you for visiting my profile! I look forward to the opportunity to collaborate with you. Have a fantastic day!