Hugo Caldas
@hugocaldas
I solve SaaS customer problems and turn feedback into practical product improvements.
NetherlandsWhat I'm looking for
At Adyen, I provide second-line technical support for eCommerce card payments, including 3DS authentication, recurring payments, tokenisation, and encrypted card-data migrations.
Previously at Gainsight, I supported its community product as a Customer Success Engineer and Product Manager. I used customer feedback, support insights, and collaboration with engineering teams to shape roadmap inputs, prioritise quick wins, and improve product usability.
I've debugged customer reports and software issues using AWS, MySQL, Jira, Kibana, REST APIs, Zendesk, Zapier, and Workato. I also helped customers configure SSO and use HTML and CSS to improve their community experiences.
My background also includes customer support at Foleon, web design and photography at Datalíder, and customer service and sales at NOS Comunicações. I enjoy connecting technical troubleshooting, customer communication, and cross-functional product work.
Experience
Work history, roles, and key accomplishments
Provided 2nd line technical support for eCommerce payment issues, including 3DS authentication and card tokenisation. Handled data migrations using SFTP and Bash for encrypted credit card data.
Engaged with customers to gather feedback on the community product, synthesising insights for feature development. Collaborated with engineering and stakeholders to prioritise roadmap items and implement agile practices.
Provided technical support for Gainsight's community product, using Zendesk and tools like AWS, Jira, MySQL, and REST APIs to debug and resolve issues. Assisted customers with SSO, HTML, and CSS implementations and analysed system performance.
Provided expert customer support for Foleon's content creation platform via Intercom, managing and resolving support tickets. Collaborated with CSMs and product teams to relay customer feedback for product improvements.
Web Designer and Photographer
Datalíder, Soluções Informáticas
Jul 2019 - Jan 2022 (2 years 6 months)
Designed web content and provided photography services for the company.
Web Design Intern
GowebAgency
Feb 2019 - Jul 2019 (5 months)
Internship focused on web design tasks.
Customer Service and Sales Agent
NOS Comunicações S.A
Feb 2017 - Sep 2017 (7 months)
Handled customer service and sales activities for a telecommunications company.
Education
Degrees, certifications, and relevant coursework
Instituto Superior de Tecnologias Avançadas
CTeSP, Multimedia Development
2017 - 2019
Pursued a CTeSP in Multimedia Development, gaining skills in multimedia technologies and development.
Availability
Location
NetherlandsAuthorized to work in
Job categories
Skills
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