Lead Technical Support Engineer - WebPros
Infrastructure, AI, Optimization. Log-first. Root-cause-only.
$ whoami
name: gilson.siqueira
role: lead_support_engineer
location: lins, sao_paulo, brazil
focus: linux | infra | security | ai_enablement
philosophy: "pull logs first, form opinion second"
status: GREEN
- Signal
- Operating Principles
- Loadout
- Protocol
- Projects
- Experience
- Certifications
- Now
- Side Quests
- Uplink
| Metric | Value |
|---|---|
| Time in support | 10+ years |
| Awards | 3x Top Engineer of the Quarter |
| CSAT | 1.0 (2026) |
| Focus | Linux, mail stack, security response, AI enablement |
- Highest-complexity escalations: Linux internals, mail stack, security context, and calm customer comms
- Log-first, root-cause-only, honest about unknowns
- KCS-certified knowledge publisher
- Pull the logs before forming the theory.
- Fix the root cause, not the symptom.
- If I do not know yet, I say so and keep digging.
- Snapshot before changes, document after.
- Leave the system in a better state than you found it.
| Core Infrastructure | Languages and Tools | Specializations |
|---|---|---|
| Linux administration | Shell (bash, sed, awk) | KCS knowledge management |
| Web servers (Apache, Nginx) | PHP (OOP, PHPUnit, Plesk SDK) | CMS (WordPress, Magento, Joomla) |
| DNS and mail (Postfix, Dovecot) | Python (asyncio, PyTorch, ML pipelines) | Security incident response |
| Databases (MySQL, MariaDB) | Git and CI/CD (GitHub Actions) | Disaster recovery (RTO/RPO) |
| SSL/TLS and PKI | JavaScript / TypeScript | AI enablement / RAG / prompts |
| Log analysis (journalctl, panel.log) | Docker and containers | Migration architecture |
| Monitoring (360 Monitoring, Grafana, atop) | - | Cloud (AWS, Azure, DigitalOcean) |
if incident:
pull_logs()
find_root_cause()
if not root_cause:
say_so()
keep_looking()
else:
fix_root()
document()
prevent_next()
| Project | What it does | Tech | Link |
|---|---|---|---|
| Zendesk Real-Time Notifier | Chrome extension for real-time ticket monitoring | JavaScript, MV3, Playwright | https://github.com/barateza/barateza-ticket-notifier-v3 |
| dubweave | Local AI YouTube dubbing tool | Python, Whisper, TTS, ffmpeg | https://github.com/barateza/dubweave |
| mcp-plesk-unified | Semantic search over Plesk docs | Python, LanceDB, FastMCP | https://github.com/barateza/mcp-plesk-unified |
| ddos-analysis | Real-time DDoS detection scripts | Shell, bash, awk, grep | https://github.com/barateza/ddos-analysis |
WebPros (4 years 6 months)
- Lead Support Engineer (Apr 2025 - Present)
- AI Enablement Specialist (Jul 2025 - Dec 2025)
- Senior Support Engineer (Feb 2024 - Apr 2025)
- Middle Support Engineer (Nov 2022 - Feb 2024)
- Support Engineer (Nov 2021 - Oct 2022)
Trilogy (Crossover, XO) (1 year 3 months)
- L1 Customer Support Agent (Aug 2020 - Oct 2021)
5CA (5 months)
- Gaming Support Agent (Apr 2020 - Aug 2020)
- KCS v6 Fundamentals Certification - Consortium for Service Innovation (Feb 2024)
- AWS Certified Cloud Practitioner - Amazon Web Services (May 2025)
- Foundational Support - Zendesk (Jul 2025)
- Plesk Obsidian for Linux Expert - Plesk (Apr 2024)
- Building practical AI enablement workflows for support teams
- Shipping internal tooling that reduces noise and escalations
- Studying optimization and systems design with an engineering lens
Open the lore
- Warframe build min-maxing and optimization loops
- Theology and biblical history (source-code curiosity)
- PC hardware and component-level performance tuning
- Optimized health routines: sleep, training, nutrition as a system
"If I cannot point to the exact line in the log that caused it, I have not found the root cause yet."