Arthur Berson - Technical Support Specialist
Location: São Paulo, Brazil
Compensation Range Discussed (USD): $1,000 - $2,000
LinkedIn: Profile | Email: arthurpe44@gmail.com | Phone: +55 (11) 97719-1778
Availability: Monday to Friday: 9:00 AM to 7:00 PM EST. He’s flexible to provide support when needed to address critical issues.
Earliest date the candidate can join the company: 2 weeks
Technical Specialist with 4+ years of experience providing high-level support and Technical Account Management for B2B SaaS solutions within the identity verification, fraud prevention, and compliance (KYC/AML) sectors. At Idwall, he managed critical enterprise accounts (such as iFood), supporting users ranging from backend engineers to risk/compliance analysts by troubleshooting API integrations and data validation failures. His technical toolkit includes Java, JavaScript, SQL (PostgreSQL/MySQL), and MongoDB, enabling him to build internal solutions like a full-stack Customer Health Score dashboard now used by C-level executives. He is expert in Postman for debugging and proficient with Datadog, Sentry, Grafana, and Kibana for observability, managing tickets via Zendesk, Salesforce, and Jira. Accustomed to ambiguous startup environments, he has a track record of creating technical playbooks and scripts to automate triaging processes and resolve complex internal server errors.
This video from our screening interview provides a look into Arthur's background and experience.
B2B SaaS Product Support Experience
• Type of Solutions & Users Supported: Provided technical support for B2B SaaS solutions focused on identity verification, fraud prevention, and compliance workflows (KYC/AML). He has supported a wide range of users from enterprise and mid-market customers, including non-technical stakeholders like risk analysts and compliance teams to technical users such as backend engineers, solutions engineers, and product teams, assisting with API integrations and troubleshooting.
• Scope of Technical Support Roles Held: Managed the full lifecycle of support tickets, from initial customer report to final resolution. His responsibilities included troubleshooting technical problems, escalating issues to engineering when necessary, and creating code and scripts to implement bug fixes and solutions.
• Most Complex Technical Errors Managed: Resolved critical infrastructure issues, including message processing failures in RabbitMQ, for which he created an automated script to reprocess stuck reports every 20 minutes. He also has experience triaging and investigating 500 internal server errors by analyzing recent code deployments and infrastructure changes before escalating to the engineering team.
Error Monitoring and/or Application Performance Monitoring (APM) Tools Expertise
• Datadog: Proficient
• Sentry: Proficient
• Grafana / Prometheus: Intermediate (2+ years)
• ELK Stack (Kibana): Intermediate (2+ years)
Customer Support Platforms (CSP) or Ticketing Systems Expertise
• Zendesk: Proficient
• Salesforce: Proficient
• Jira Service Management: Proficient
• Intercom: Intermediate
White-glove Client Experience Approach
• He combines high-touch communication with strong technical ownership to deliver a premium support experience. For VIP clients, especially those with low technical adoption, he focuses on making the process effortless by translating complex technical details into clear business outcomes, providing proactive updates, and offering guided, step-by-step support to remove friction.
• Master of Business Administration (MBA) in Business Technology: AI, Data Science, and Big Data | Pontifical Catholic University of Rio Grande do Sul (PUCRS) (Expected Dec 2026)
• Associate Degree in Systems Analysis and Development | UNIP Universidade Paulista (2022)
• Java Fullstack Development | EBAC (2022)
• Back-End Track (JAVA) | ALURA (2022)
• API & Development: Postman (Expert), Swagger/OpenAPI (Proficient), GitHub (Proficient), GitLab (Intermediate), Docker (Intermediate).
• Databases & Infrastructure: SQL (Proficient), MongoDB, PostgreSQL, RabbitMQ (Intermediate).
• Productivity & Documentation: Notion (Proficient), Confluence (Proficient), Slack (Proficient), Zapier/Make (Intermediate).
Key Qualifications & Highlights
• High-Impact Automation & Scripting: Demonstrates a strong engineering mindset by proactively building solutions to recurring problems. He designed and implemented a script to automatically query databases and reprocess stuck RabbitMQ messages, ensuring reporting stability and making the resolution entirely transparent to customers.
• Thriving in Ambiguous Startup Environments: Possesses deep experience working in high-growth, fast-paced startups where processes are not yet defined. He describes his adaptability as being "like a chameleon," comfortable in environments where "one day is like four years" due to the rapid pace of change.
• Proactive Documentation & Playbook Creation: Believes that "documentations are love letters for myself in the future." He has a proven track record of creating detailed, step-by-step playbooks and technical documentation from scratch to standardize triage processes, turning individual knowledge into a shared team resource.
• Advanced API & Database Troubleshooting: With expert-level proficiency in Postman and strong SQL skills, he can independently debug complex integration failures, investigate API routes, analyze logs, and validate data in PostgreSQL and MongoDB databases without needing to rely on engineering teams for initial investigations.
• Developer-Minded Approach to Support: Currently training as a back-end developer, he applies development principles to his support role. He is proficient in Java and JavaScript, which he uses to build dashboards, develop scripts, and understand product mechanics at a code level, allowing for deeper and more efficient problem-solving.
Screening Interview - Key Observations
• Developer Mindset & Proactive Problem-Solving: He actively seeks to move beyond reactive ticket-handling and enjoys applying a developer's approach to support. He finds satisfaction in deeply understanding customer problems, creating scripts to automate solutions (like his RabbitMQ message reprocessing script), and proactively improving workflows.
• Adaptability in Ambiguous Environments: When describing his experience in fast-paced startups, he states, "one day is like four years because everything changed…we need to be like a chameleon." He demonstrated this by creating a step-by-step playbook from scratch when faced with an undefined ticket resolution process, effectively turning his individual troubleshooting steps into a standardized team resource.
• Translating Technical Issues for Business Stakeholders: He has extensive experience supporting both technical (developers, PMs) and non-technical users (lawyers, compliance teams). He emphasized his ability to "translate a problem in a business issue…and a business issue in a technical solution," ensuring clarity for users who are not technically savvy.
• Learning from Past Mistakes: He shared an early-career mistake where he delayed a project for four months by not asking for help with a task he didn't understand (creating a Kanban board in Zendesk). He cited this experience as a critical lesson in accountability and the importance of sharing knowledge, stating that when teammates collaborate, "we can improve all team."
• Strategic Approach with VIP Clients: When faced with a vague bug report from a VIP client, his process is to first investigate internally to isolate all possible variables and potential products affected. He then approaches the client with a structured inquiry (which he calls a "Canva") to efficiently gather context (e.g., "Which endpoint did you request?", "What time did you notice this problem?") without making assumptions.
• Candidate's Questions: He was interested in understanding the team's internal work environment and the next steps in the hiring process.
Lucas Conci - Former Manager (Idwall)
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Title & Company: Technical Support Coordinator, idwall
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Relationship: Former Manager
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LinkedIn Profile: https://www.linkedin.com/in/lucasbconci/Livyson Saymon - Direct Stakeholder (Idwall)
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Title & Company: Head of Technical Support, idwall
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Relationship: Senior Leader / Direct Stakeholder
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LinkedIn Profile: https://www.linkedin.com/in/livyson/
