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Nathan Araujo - Technical Support Specialist

Location: Porto Alegre, Brazil

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

LinkedIn: Profile | Email: nathanaraujo1997@gmail.com

Availability: Monday to Friday: 9:00 AM to 7:00 PM EST.

Earliest date the candidate can join the company: Immediately

Summary

Application Support Analyst with over 10 years of experience providing L2 technical support for complex B2B SaaS solutions. His background includes supporting an AI/ML document automation platform at Hypatos, a mobile payment SDK at Mypinpad, and enterprise applications for large corporations like Dell Technologies and SAP, where he assisted premier accounts such as Visa and General Motors. His technical toolkit includes SQL, Postman for API testing, and extensive experience with monitoring tools like Splunk, Grafana, AWS CloudWatch, and Sentry. He has managed the full ticket lifecycle using Jira, ServiceNow, and Topdesk. Accustomed to ambiguous startup environments, he has a proven track record of building support processes from scratch and creating technical documentation for internal and external users.

Meet Nathan

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

Candidate Snapshot

B2B SaaS Product Support Experience

• Type of Solutions & Users Supported: Provided L2 technical support for a diverse range of complex B2B solutions, including an AI/ML document automation platform for finance and operations teams at Hypatos, a mobile payment SDK for banks and payment providers at Mypinpad, and enterprise applications for large corporations. He has extensive experience supporting premier, white-glove accounts such as Visa and General Motors while at Dell Technologies.
• Scope of Technical Support Roles Held: Manages the full lifecycle of technical inquiries, from initial triage and investigation to final resolution and documentation. His role often acts as the central liaison between customers and internal teams, including Development, Product, and Machine Learning, to ensure timely resolution and clear communication.
• Most Complex Technical Errors Managed: Investigates and resolves complex technical issues by combining multiple skills. This includes using monitoring tools to identify an issue, querying databases with SQL to isolate the problem, and in some cases, writing regular expressions to fix the underlying data or configuration issue.

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

• Splunk: 6 years (Advanced)
• Grafana: 3 years (Intermediate)
• AWS CloudWatch: 3 years (Intermediate)
• Azure App Insights: 2 years (Intermediate)
• Sentry: 2 years (Beginner/Intermediate)
• Seq: 2 years (Beginner/Intermediate)
• AppDynamics: 1 year (Beginner)

Customer Support Platforms (CSP) or Ticketing Systems Expertise

• Jira, ServiceNow, Topdesk

White-glove Client Experience Approach

• He defines white-glove support as a blend of high empathy, proactivity, and precision. For high-stakes clients, he focuses on owning the problem end-to-end, coordinating internally to provide a single, clear point of contact. He emphasizes proactive communication, setting clear expectations, and translating technical jargon into simple language to ensure the client feels supported and confident in the resolution process.

Education

• Associate Degree in System Analysis and Development | ESTACIO DE SÁ (Dec 2025)

Tools Used

• API & Development: Postman, RestAPI, JSON, SoapUI, SDKs • Databases: SQL Server, Oracle Database • Monitoring & Troubleshooting: Splunk, Grafana, AWS CloudWatch, Sentry, Azure App Insights, AppDynamics • Project & Incident Management: Jira, ServiceNow, Confluence, Topdesk

Key Qualifications & Highlights

• Building Support Processes from Scratch: In multiple roles at startups like Hypatos and Mypinpad he was one of the first support hires in the Americas. He took the initiative to build and document critical support processes from the ground up, including defining procedures for handling critical cases and creating standardized ticket management workflows.
• Proven Experience with Premier Enterprise Accounts: While at Dell Technologies, he provided dedicated support for "Premier" accounts, including major US corporations like Visa and General Motors. This experience has equipped him with the skills to manage high-priority incidents and demanding client expectations within strict SLAs.
• Methodical Triage and Incident Management: Demonstrates a structured and analytical approach to troubleshooting. When faced with a critical incident, such as a spike in 500 errors, his process involves gathering comprehensive data to identify patterns, narrowing the scope by user or feature, and investigating potential recent changes before escalating to engineering, ensuring efficient problem resolution.
• Proactive Documentation for Internal and External Users: Possesses over 10 years of experience creating technical documentation. He has developed knowledge base articles for external customers, ensuring the language is precise and unambiguous, as well as internal playbooks and training materials to help junior team members handle complex issues effectively.

Screening Interview - Key Observations

• Motivation and Role Alignment: He is motivated by roles that combine deep technical investigation with direct client communication. He has a strong preference for handling technical tasks while also creating documentation and maintaining relationships with users, a role he has successfully performed for the past 10 years.

• Proactive Process Improvement: Demonstrates a consistent history of identifying and filling process gaps. At Mypinpad, as the first support hire in the Americas, he took the initiative to build and document critical support processes from scratch, including workflows for managing critical cases. Previously at Dell Technologies, he created internal knowledge base articles to help junior team members resolve complex issues independently.

• Handling Ambiguity in Startups: He thrives in ambiguous, fast-paced startup environments. In his most recent roles, he was among the first support hires in his region and was responsible for establishing foundational support structures and processes where none had previously existed.

• White-Glove Client Experience: His approach to supporting VIP clients is rooted in strong, proactive communication to build trust. He first works to resolve issues by analyzing logs and attempting to reproduce the error, so he doesn't ask the client unnecessary questions. However, he is quick to initiate a call if needed, recognizing that it makes the client feel heard and helps in understanding the issue from a non-technical user's perspective, a skill he honed while supporting premier accounts like Visa and General Motors.

• Structured Troubleshooting Methodology: When faced with a critical incident like a spike in 500 errors, he employs a methodical triage process. He starts by gathering comprehensive data to find patterns—identifying when the issue began, whether it correlates with a recent product change, and if it affects specific users or roles—to narrow down the cause before escalating to engineering.

• Candidate's Questions: He asked for more details about the company's background and the current structure of the support team. He also sought clarification on the hiring process timeline and how the final compensation within the discussed range is determined.

Professional References

Stefan Albuquerque - Former Manager (Dell, TechCorp)

• Title & Company: Site Reliability, Engineering Manager
• Relationship: Former manager
• LinkedIn Profile

Wayne Preston- Chief Operating Officer (Mypinpad)

• Title & Company: COO - Mypinpad
• Relationship: COO
• LinkedIn Profile