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Hugo Oliveira

@hugooliveira

Technical Support Specialist at Panda Video troubleshooting REST APIs, webhooks, and auth flows; led a unified Help Center redesign.

Brazil

Message

At Panda Video, I troubleshoot customer-reported REST API errors, webhooks, and JWT/OAuth authentication across a SaaS video streaming platform. I reproduce calls in Postman or cURL, analyze request and response details, and escalate issues with documented steps and tests when needed.

I also led the redesign of the Help Center into a unified knowledge base, creating a shareable source of truth for customers and the internal team. Before Panda Video, I supported customers at Viagogo and Atento, and provided technical support and data services as a freelancer.

Experience

Work history, roles, and key accomplishments

Current

Senior Technical Support Analyst

Current

Panda Video

Oct 2023 - Present (3 years 1 month)

Owns customer tickets and live chat end-to-end for a SaaS video streaming platform, troubleshooting REST API errors, webhooks, and authentication issues. Led the redesign of the Help Center into a unified knowledge base and uses AI tools daily to speed up investigation and documentation.

REST APIs Postman CURL Webhooks JWT OAuth HTTP Browser DevTools Log Analysis Jira Crisp Slack Google Meet AI Tools Claude Code LLM Technical Documentation Knowledge Base SLA Customer Support

Customer Support Specialist

Viagogo

Oct 2022 - Apr 2023 (6 months)

Handled high-volume email and phone support in English for global customers, identified platform bugs, monitored event-ticket transactions, and guided users on proper platform usage.

Customer Support Email Support Phone Support Bug Identification Platform Usage Guidance

Bilingual Technical Support Operator

Atento

Aug 2021 - Jul 2022 (11 months)

Handled bilingual (EN/PT) customer chats and calls using Twilio-based telephony, performing technical troubleshooting, bug identification, and root-cause analysis. Became one of the fastest agents in overall issue resolution, frequently trusted with complex escalated cases.

Bilingual Support Technical Troubleshooting Bug Identification Root Cause Analysis Salesforce Slack Diagnostic Tools Twilio

Technical Support & Data Consultant

Freelance

Jan 2021 - Dec 2021 (11 months)

Provided technical support and data services, running basic SQL queries to look up and extract client data. Used simple Python scripts to automate data-processing tasks.

SQL Python Data Processing Technical Support