AI Automation
How AI is Transforming Technical Support: A 7-Year Perspective
From ticket triage to predictive maintenance, learn how AI is reshaping the support landscape and what it means for engineers and organizations.
•Mar 15, 2026•8 min read
Open to opportunities · Based in Donabate, Ireland 🇮🇪
Hi, I'm
Luan Trindade
Technical Support Engineer with 7+ years in Cloud SaaS & Fintech. Building AI-driven support automation that reduces manual work org-wide. 99.5% case closure rate across 4,600+ cases. Turning recurring problems into tools, documentation, and training that scale.
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Technical Arsenal
Skills & Tools
Real-world tools I use daily at Coupa Pay and beyond — from AI automation to payment rails debugging.
Slack Apps / Skills
Gemini / LLM Integration
AI-Driven Support Automation
API Integration
Salesforce Automation
Workflow Automation
Automation & AI Tooling Focus
Built 4 production Slack/AI skills adopted org-wide at Coupa Pay. From prototype to global launch: Article Writer (397 runs, 65% time savings), Webhook Finder (~200 hrs/year saved), QuickPay extension (20% faster investigations).
Insights
Blog
Articles on AI automation, support engineering, technical leadership, and building intelligent systems.
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Slack Development
Building Production Slack AI Skills: Lessons from 397 Deployments
A deep dive into creating and scaling AI-powered Slack skills that saved organizations hundreds of hours annually.
•Feb 3, 2026•12 min read
Career Development
From IT Support to AI Engineer: A Career Path Framework
Practical steps for technical professionals looking to transition into AI and automation roles while building on their foundation.
•Jan 22, 2026•10 min read
New articles published monthly · Subscribe to stay updated
Journey
Experience & Timeline
From IT support in Brazil to AI automation at Coupa Pay in Ireland — 7+ years turning problems into scalable solutions.
Technical Support Engineer
ProfessionalCoupa Software (Coupa Pay)
06/2022 — PresentDublin, Ireland 🇮🇪
Own resolution of high-severity Payment Rails, Web Services and API cases for enterprise customers. Escalate and coordinate directly with Engineering and Product when cases surface product defects or gaps.
Resolved 4,653 of 4,677 owned cases (99.5% closure rate) sustained through solo EMEA coverage
Built 4 production Slack/AI skills adopted org-wide: Article Writer (65 users, 397 runs, 65% KB drafting time reduction), Webhook Finder (~200 hrs/year saved), QuickPay extension (20% faster payment investigations)
Presented to COE (Jul 2025) and Leadership (Aug 2025) securing global launch Sep 14, 2026 — owned idea-to-adoption cycle end-to-end
Authored 69 KB articles (59 published) + Confluence docs, converting troubleshooting into reusable content
Resolved multi-party escalations: Citi charge-timing (Jabil), TransferMate vendor-payment blocker (Raiders FC), API account-format mismatch (JTC Group multi-currency)
Supported enterprise accounts: Barclays, HSBC, Saga Group, Merlin — earned direct customer recognition on leadership-escalated case
Appointed EMEA regional lead on Support Security Cohort, authoring org-wide production access guidance
Mentored across Dublin, Pune, Bogotá — ran onboarding, knowledge-management sessions, tool training
Slack AppsGemini AISalesforceSQLNew RelicGrafanaKibanaJIRAConfluenceGitPayment RailsAPIs
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Web Developer
ProfessionalIrish Tech Society
01/2021 — 06/2021Dublin, Ireland 🇮🇪
Built website layouts and UIs with HTML5, CSS (Bootstrap 4), JavaScript, jQuery and PHP. Created SQL databases, tables and stored procedures. Integrated mailing-list functionality via MailChimp API.
Built and maintained production sites (e.g. irishtechsociety.ie) with UI/UX and product team
Integrated MailChimp API for mailing-list functionality
Created SQL databases, tables, and stored procedures for dynamic content
HTML5CSS3Bootstrap 4JavaScriptjQueryPHPSQLMailChimp APIMySQL
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Data Scientist
ProfessionalLoylap
11/2019 — 07/2020Dublin, Ireland 🇮🇪
Performed data analysis and visualization to extract business insights. Built scripts to automate data-gathering processes.
Automated data-gathering pipelines reducing manual collection time
Built visualizations for business stakeholder decision-making
Extracted actionable insights from customer behavior data
PythonData AnalysisVisualizationAutomationPandasSQL
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Full Stack Developer
ProfessionalSkill Informatica
08/2018 — 07/2019Curvelo, Brazil 🇧🇷
Developed and maintained web systems end-to-end (PHP, MySQL, ExtJS, JavaScript). Converted business requirements into technical specifications within Agile/SCRUM team.
End-to-end web system development and maintenance
Agile/SCRUM delivery with cross-functional team
Business requirement analysis and technical specification
PHPMySQLExtJSJavaScriptHTML/CSSAgileSCRUM
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Technical Support Analyst
ProfessionalSkill Informatica
08/2015 — 07/2018Curvelo, Brazil 🇧🇷
Delivered 1st and 2nd-level IT support via phone, email, web-chat and remote/desk-side assistance. Troubleshooting software and OS issues, installing company software for clients.
Multi-channel support: phone, email, web-chat, remote/desk-side
Software/OS troubleshooting and deployment
Client software installation and configuration
IT SupportWindowsLinuxRemote SupportTroubleshootingSoftware Deployment
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Computer Systems Analysis
EducationUniversidade Pitágoras Unopar
Completed 12/2017Curvelo, Brazil 🇧🇷
Bachelor's degree in Computer Systems Analysis. Focus on software development, databases, and systems architecture.
Graduated December 2017
Coursework: Software Engineering, Database Systems, Web Development, Systems Architecture
Software EngineeringDatabasesWeb DevelopmentSystems AnalysisProgramming
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Get In Touch
Let's Build Something
Have a project in mind? Looking for collaboration? Or just want to say hi? I'd love to hear from you. Let's create something amazing together.
Send a Message
Let's Connect
Location
Donabate, North Dublin, Ireland 🇮🇪
Available for remote & hybrid roles
GitHub
github.com/luaantrindadeFind Me Elsewhere
Currently Available
Open to freelance, contract, and full-time opportunities