NO. 001Human
+ machineThe evolving practice of support
AI & support
How AI is transforming technical support
From ticket triage to predictive maintenance: a seven-year view of how AI is changing the work of support engineering.
Read the essayField notes from Dublin, Ireland
Making the complicated things work better.
I'm Luan—a support engineer and AI builder writing about the systems, tools, and small ideas that make a meaningful difference.
01 / The latest essayAll writing
NO. 001Human
+ machineThe evolving practice of support
02 / From the notebookIdeas worth keeping
Automation
Building production Slack AI skills
What 397 deployments taught me about building small, useful AI tools that teams actually adopt.
Career notes
From IT support to AI engineer
A practical career framework for growing from hands-on support into AI and automation work.
A little context
Good systems make room for people.
My work lives where customer problems meet technology. Over the past seven years, I've worked across support, web development, and data—and found a particular interest in using automation to give people more time for the problems that need them.
Today I work in technical support for cloud software and build practical AI tools for the teams around me. I enjoy taking a promising idea from prototype to something people can use—and sharing what I learn along the way.
A few details about my work03 / The through lineSupport · Software · Systems
7+
Years spent making technology more useful.
From IT support in Brazil to cloud SaaS and fintech in Ireland, the thread has always been the same: understand the real problem, then make the solution easier to use and share.
4,653support cases resolved397runs of an internal AI skill
2026 recognitionCoupa Support Spotlight Award
The conversation continues
Have a good problem
to work on?
I'm always glad to hear from thoughtful people building useful things.
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