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Leonardo Moreira de Lucena - Technical Support Specialist

Location: Sorocaba, São Paulo, Brazil

Compensation Range Discussed (USD): $1,000 - $2,000 per month

LinkedIn: Profile | Email: leonardo.lucena1@hotmail.com | Phone: +55 15998294047

Earliest date the candidate can join the company: Immediately

Quick Recruiter Note: Leonardo recently left his position at Pipefy to provide full-time care for his father during a terminal illness. Sadly, his father passed away. He chose to step down proactively rather than underperform, demonstrating high professional integrity and self-awareness. He has been transparent about this gap, viewing it as a necessary prioritization of family values.

Summary

Technical Support Engineer with 3+ years of experience providing L1 and L2 support for B2B SaaS solutions, primarily at Pipefy, an AI-driven workflow automation platform. He supported enterprise clients such as Accenture, Capgemini, and Itau across the US, Europe, and Brazil, assisting technical users with troubleshooting API integrations, automation failures, and performance issues. His technical toolkit includes SQL for creating monitoring dashboards in Metabase and proficiency with Postman for API testing. He is experienced in error monitoring and log analysis using Sentry, LogRocket, Grafana, and the Elastic Stack, and managed the full ticket lifecycle via Intercom, Zendesk, and Jira. Accustomed to fast-paced startup environments, he has a track record of creating knowledge base articles to streamline triage processes. He is currently pursuing a degree as a Technologist in Information Technology.

Meet Leonardo

This video from our screening interview provides a look into Leonardo's background and experience.

Candidate Snapshot

B2B SaaS Product Support Experience

• Type of Solutions & Users Supported: With 3+ years in the field, he has provided L1 and L2 technical support for an AI-driven workflow automation platform at Pipefy. He supported enterprise clients such as Accenture, Capgemini, and Itau across the US, Europe, and Brazil, assisting their technical users.
• Scope of Technical Support Roles Held: Managed the full ticket lifecycle, from initial report to final resolution, utilizing a suite of industry-standard platforms.
• Most Complex Technical Errors Managed: Specialized in troubleshooting complex technical issues, including API integration failures, workflow automation errors, and software performance problems.

Error Monitoring and/or Application Performance Monitoring (APM) Tools Expertise

• Sentry - 2 years (Intermediate)
• LogRocket - 2 years (Intermediate)
• Grafana (Intermediate)
• Elastic Stack - Elastic APM, Kibana, Log Analysis (Intermediate)
• Datadog

Customer Support Platforms (CSP) or Ticketing Systems Expertise

• Intercom (Expert) • Zendesk (Basic) • GLPI (Expert) • Service Now (Intermediate) • Jira (Intermediate)

Education

• Technologist in Information Technology | FATEC Sorocaba (Expected December 2026)

Tools Used

Infrastructure & Dev Tools:

• Docker – Intermediate • REST APIs – Intermediate • Postman – Intermediate

Documentation & Collaboration Tools:

• Notion – Proficient • Confluence – Basic • Slack – Proficient

Identity & Access Management (IAM):

• Keycloak – Intermediate (Used for SSO and authentication management)

Key Qualifications & Highlights

• Technical Depth in a B2B SaaS Environment: Demonstrates a strong technical foundation by troubleshooting API integrations and automation failures for technical end-users. His experience at a fast-paced B2B SaaS startup has made him adept at navigating complex software environments.
• Proactive Data Monitoring and Analysis: Goes beyond reactive support by using SQL to create monitoring dashboards in Metabase. This proactive approach enables the identification and analysis of performance issues, thereby contributing to platform stability.
• Global Enterprise Client Management: Proven ability to support large, technically proficient enterprise clients across diverse international markets, including the United States, Europe, and Brazil, ensuring clear communication and effective problem resolution.
• Process Improvement and Knowledge Creation: In a dynamic startup setting, he has a track record of developing and documenting processes by creating knowledge base articles. This initiative streamlines triage and standardizes support operations for the entire team.

Screening Interview - Key Observations

• Motivation and Role Alignment: He is motivated by the opportunity to work in a startup environment where he can have a sense of ownership and be close to the product. He shows a strong interest in roles that focus on eliminating manual work and improving business workflows through AI and automation, which aligns with the company's mission.
• Proactive Process Improvement: Demonstrated a key focus on proactivity and process improvement. He shared an example at  where he identified that L1 support frequently escalated tickets for major clients such as Accenture and Capgemini due to a lack of access. He took the initiative to build custom SQL queries and create simplified monitoring dashboards in Metabase, empowering the L1 team to resolve these issues independently and significantly reducing L2 ticket volume.
• Handling Ambiguity: When faced with a problem that lacks documentation—a common scenario in a startup—he has a clear, structured approach. He first searches for context internally, using communication tools such as Slack and past tickets on platforms like Intercom. After gathering information and reproducing the error to confirm the solution, he resolves the issue for the customer and then creates a knowledge base article to document the solution for his teammates.
• Client Communication with VIPs: His strategy for handling VIP clients centers on empathy, clarity, and setting realistic expectations. He prioritizes clear and consistent communication, believing that users feel more confident when they are kept informed, even if an issue is not yet resolved.
• Self-Assessed Strengths and Weaknesses: He identifies his ability to learn new platforms and tools quickly as a primary strength that will help him ramp up effectively. He views the same area—the need to learn a new proprietary platform—as his biggest initial learning curve, but he is confident his ability to learn quickly will mitigate it.
• Candidate's Questions: He expressed interest in understanding the timeline for the hiring process and sought clarification on how the compensation package is determined and negotiated within the specified range.

Professional References

Natália Manffre - Former Manager (Pipefy)

• Title & Company: Tech Lead Support at Pipefy
• Relationship: Former manager
• LinkedIn Profile

Rachel Antonini - Technical Customer Support Engineer (Pipefy)

• Title & Company: Technical Customer Support Engineer
• Relationship: Colleague
• LinkedIn Profile