Gualter Augusto

VP of Engineering

Porto, Porto, Portugal13 yrs experience

Highly Stable

Key Highlights

10+ years in Support Operations leadership
Expert in AI-powered support transformation
Achieved 65%+ ticket resolution by AI

Stackforce AI infers this person is a SaaS Support Operations leader with a strong focus on AI-driven customer experience.

Contact

Skills

Core Skills

Customer ExperienceLeadershipCustomer SuccessCustomer SupportEngineering

Other Skills

Business AcumenBusiness StrategyCustomer Service ManagementDNS ManagementElectronicsInformation SecurityJavaScriptProblem SolvingVirtualizationWeb Services

About

I’m a Support Operations leader and AI innovator with 10+ years building and scaling technical support teams across SaaS, cloud, and enterprise infrastructure.My background in engineering shaped my obsession with solving complex problems, reverse-engineering systems, and designing customer experiences that just work. Over the last decade, I’ve led teams supporting modern web stacks, distributed systems, DevOps stacks, and highly technical customer bases.In the past few years, I’ve shifted toward AI-powered Support transformation, designing autonomous support systems that blend LLMs, RAG, and workflow automation to radically improve speed and quality.Results:65%+ of all inbound tickets fully resolved by AIResponse times cut from 8 days to 1 day on hyper growth support teamsScalable, hybrid support model where AI handles volume and humans handle nuanceI love creating systems that eliminate friction, scale effortlessly, and unlock entirely new ways for customers to succeed. My focus: turn Support into a strategic, AI-driven engine for growth.

Experience

N8n

Head of Support Engineering

Dec 2024 – Present · 1 yr 3 mos · Remote

> Managing Support Department driving strategy, implementation and execution
> Partnering with different teams to ensure company goals are met and processes are aligned across the business
> Helping establishing the next iteration of n8n as the company accelerates its growth

Customer ExperienceBusiness StrategyCustomer SuccessLeadershipEngineering

Netlify

3 roles

Senior Manager, Support Engineering

Promoted

Jun 2024 – Nov 2024 · 5 mos

> Senior Leadership: Leading a diverse team with expertise across multiple markets and industries, driving exceptional performance and collaboration.
> Career Management: Strategically guiding career development initiatives, enabling growth and progression of my reports
> Strategic Enterprise Support: Developing and executing strategic initiatives to strengthen the Enterprise Support Team at Netlify.
> Process Definition: Defining and implementing processes aligned with company strategy and goals, ensuring operational excellence.
> Business-Driven OKRs: Converting Sales Org business needs into actionable OKRs and metrics, thriving in fast-paced environments while coaching and mentoring senior individual contributors.
> Customer Journey Architecture: Outlining the customer journey from qualified lead to established customer, bridging the gap between engineering and business in a complex technical landscape.
> Roadmap Collaboration: Taking an active part in roadmap definition across multiple business areas, driving alignment and innovation.

Customer SuccessLeadershipBusiness StrategyBusiness AcumenEngineeringCustomer Experience

Manager, Support Engineering

Jun 2023 – Jun 2024 · 1 yr

> Team Leader
> Career Management
> Developing Support Team's strategic initiatives
> Defining processes that meet Netlify's company-wide goals
> Converting business needs into actionable OKRs, executing in a fast-paced environment
> Outlining customer journey from qualified Lead into established customer, bridging the gap between engineering and business in a complex technical landscape

Customer SuccessLeadershipCustomer ExperienceBusiness StrategyEngineering

Senior Support Engineer

Mar 2022 – Jun 2023 · 1 yr 3 mos

> DNS troubleshooting
> SSL Certificate management
> Edge Computing troubleshooting
> Incident Handling
> Providing worldwide fast-paced technical support to projects based on Next.js, Gatsby.js, Vue.js, among others
> Process efficiency

VirtualizationCustomer SupportCustomer SuccessJavaScriptCustomer ExperienceWeb Services+2

Jscrambler

3 roles

Customer Service Manager

Dec 2020 – Feb 2022 · 1 yr 2 mos

> Customer Service Team Management and development
> Business-driven approach
> Customer Success implementation
> JIRA Administration
> Tier 1 Support
> Tier 2 Support
> Pre-Sales ownership
> Development of backend services and tools

Customer SuccessLeadershipInformation SecurityCustomer ExperienceBusiness StrategyEngineering

Lead Support Engineer

Promoted

Nov 2019 – Dec 2020 · 1 yr 1 mo

> Support Team Management and development
> JIRA Administration
> Tier 1 Support
> Tier 2 Support
> Pre-Sales ownership
> Development of backend services and tools

Customer SuccessLeadershipJavaScriptInformation SecurityCustomer ExperienceWeb Services+1

Support Engineer

Nov 2017 – Nov 2019 · 2 yrs

> JIRA Administration
> Tier 1 Support
> Tier 2 Support
> Pre-Sales ownership
> Development of backend services and tools

Customer SupportCustomer SuccessCustomer ExperienceEngineering

Vigie solutions

Operations and Support Engineer

Feb 2016 – Nov 2017 · 1 yr 9 mos · Porto, Porto, Portugal

> Setup and install monitoring solutions (multiple parameter sensors) on site;
> Debug, assess, and fix many technical issues (e.g. reverse-engineer problems, missing communications);
> Develop server-side tools to analyze and prevent technical issues (Python and Shell scripting);
> Ensure that the customer post sales needs are met, through an email and phone help-desk support;
> Coordinate directly with customers and suppliers, both national and international;
> Manage both Cloud Instances (AWS EC2) and On-Premises Servers;
> Troubleshoot network issues (e.g. Proxy and DHCP configurations);
> Troubleshoot electronic issues (e.g. missing communication, electronic components replacement);

Customer ExperienceEngineering