Abdul Salam

Results-driven Application Support Engineer and Technical Support Engineer with 8+ years of experience delivering L2/L3 Application Support, Production Support, and Customer Support for enterprise SaaS applications in fast-paced, SLA-driven environments. Skilled in troubleshooting complex application issues using Root Cause Analysis (RCA), Log Analysis, SQL, REST APIs, JSON, and issue replication to ensure rapid incident resolution and system reliability. Experienced in supporting Salesforce CRM, NetSuite ERP, Microsoft 365, Exchange Online, API integrations, and enterprise applications while collaborating with Engineering, Product, QA, and Customer Success teams.

Proficient in incident management, problem management, technical documentation, CRM administration, and ticketing platforms including Zendesk, HubSpot, and Kayako. Recognized for delivering exceptional customer experiences, improving application performance, and providing reliable technical solutions for mission-critical production systems.

L2 Customer Support Engineer at Trilogy (Crossover) (2025-12 – Present)

Delivered L2 technical support for multiple enterprise SaaS and on-premises products, resolving complex production incidents while maintaining SLA compliance and high customer satisfaction.

• Investigated customer-reported issues through issue replication, log analysis, REST API troubleshooting, SQL queries, JSON payload validation, HTTP status code analysis (401, 403, 404, 429), and CLI tools.
• Installed, configured, and maintained on-premises products including GFI Archiver and GFI LanGuard in VMware-based lab environments to reproduce customer issues before implementing solutions.
• Deployed and validated enterprise applications on Windows Server environments to troubleshoot installation, configuration, upgrade, and migration issues.
• Supported enterprise products including Kayako Classic, Kayako TNK, StreetSmart, GFI Archiver, GFI LanGuard, EDU, CallStream, CloudSense (Salesforce CPQ), Salesforce CRM, and NetSuite ERP.
• Leveraged AI tools including ChatGPT and Claude to accelerate technical research, analyze documentation, validate troubleshooting approaches, and improve resolution times.
• Performed Root Cause Analysis (RCA) by analyzing application logs, configurations, server environments, and customer workflows to identify underlying causes of production issues.
• Collaborated with Engineering, Product Management, QA, and Customer Success teams to validate software defects, reproduce issues, and ensure timely bug resolution.
• Created detailed engineering escalation tickets (GHI/Jira) containing reproduction steps, environment details, log files, and technical findings for product engineering teams.
• Authored knowledge base articles, troubleshooting guides, and internal technical documentation to improve support efficiency and reduce repeat incidents.
• Managed multiple enterprise customer cases simultaneously while delivering clear technical communication through ticketing systems and email support.

Technical Specialist at Hyly.AI (2024-08 – 2025-12)

Delivered technical support for a SaaS marketing automation platform by resolving application, account, reporting, configuration, and integration issues for enterprise customers.

• Served as the primary technical contact for client-reported issues, providing end-to-end troubleshooting and timely issue resolution.
• Investigated and implemented third-party integrations using REST APIs, webhooks, JSON, and external platforms while validating data synchronization and system functionality.
• Conducted technical research and feasibility analysis for custom client requirements, providing implementation recommendations to Product and Client Success teams.
• Collaborated with Product, Engineering, QA, and Customer Success teams to scope, test, and deliver new platform features and client-specific enhancements.
• Performed QA validation, issue replication, regression testing, and bug verification before production releases.
• Customized web interfaces using HTML and CSS to support client branding and user interface requirements.
• Created technical documentation, implementation guides, integration workflows, and configuration documentation for internal and customer use.
• Diagnosed application performance, workflow automation, CRM integrations, and reporting issues while maintaining excellent customer satisfaction.

Senior Application Support Engineer at iSure Global Solutions (2023-01 – 2024-08)

Delivered application support for enterprise healthcare platforms including HRWhizz and MySurveyPro, ensuring high availability and reliable production operations.

• Investigated and resolved application issues involving user accounts, workflows, permissions, integrations, reports, and platform configurations.
• Managed customer support requests through HubSpot ticketing while maintaining SLA compliance and accurate case documentation.
• Performed SQL-based troubleshooting, log analysis, issue replication, and root cause analysis to diagnose production incidents.
• Worked closely with development and QA teams to validate defects, verify software fixes, and improve overall application stability.
• Assisted customers with application onboarding, user management, workflow configuration, and feature adoption.
• Created technical documentation and troubleshooting procedures to improve knowledge sharing and support consistency.

Technical Support Lead at AndesTransit LLC (2021-09 – 2023-08)

Provided technical support for an online bus ticketing and reservation platform serving customers across Latin America.

• Diagnosed and resolved booking, payment, account, and website-related issues through email and remote support.
• Investigated customer-reported production issues by reproducing scenarios and validating application behavior.
• Assisted customers with ticket modifications, payment verification, reservation issues, and travel-related inquiries.
• Collaborated with developers to report software defects and validate production fixes.
• Monitored system functionality and ensured uninterrupted customer access to online booking services.
• Maintained detailed documentation of support cases, troubleshooting procedures, and recurring issues.

L3 Support Engineer at Kiuwan (IDERA, Inc.) (2022-06 – 2023-06)

Delivered L3 technical support for Kiuwan Static Code Analysis, supporting enterprise customers across Windows and Linux environments.

• Installed, configured, upgraded, and maintained on-premises Kiuwan environments to reproduce complex customer-reported issues.
• Investigated installation, configuration, connectivity, authentication, and application performance issues through log analysis and environment validation.
• Worked extensively with Zendesk for case management and Jira for engineering escalations, providing detailed technical findings and reproduction steps.
• Collaborated with Product Engineering and QA teams to isolate software defects, validate bug fixes, and improve product reliability.
• Assisted customers with application deployment, upgrades, integrations, and platform configuration across enterprise environments.
• Produced technical documentation, troubleshooting guides, and knowledge base articles to improve support operations.

ASP.NET Core Developer at NKU Technologies (2021-02 – 2021-12)

Developed and maintained enterprise web applications using ASP.NET Core, C#, SQL Server, HTML, CSS, and JavaScript.

• Designed database objects including stored procedures, tables, views, and optimized SQL queries.
• Implemented new application features while resolving software defects and production issues.
• Collaborated with business stakeholders to gather requirements and deliver scalable software solutions.
• Performed application testing, debugging, deployment, and post-release production support..NET WebForms developers at Computer Research (Pvt) Ltd. (2019-12 – 2020-12)

Developed enterprise applications using ASP.NET, C#, MVC, and SQL Server technologies.

• Built reusable modules and implemented business requirements for internal and customer-facing applications.
• Optimized SQL queries and application performance to improve overall system responsiveness.
• Diagnosed software defects and delivered production fixes through structured testing and debugging.
• Collaborated with QA and project teams throughout the software development lifecycle.

Associate Software Engineer at HRS Total Solutions (2017-03 – 2019-12)

Supported software development activities by building, testing, and maintaining business applications using programming and database technologies.

• Assisted in application debugging, issue resolution, and feature enhancements across multiple software projects.
• Collaborated with senior developers to analyze requirements and deliver reliable technical solutions.
• Performed application testing and troubleshooting to ensure system functionality and quality.

Bachelor of Science in Computer Science – Dadabhoy Institute of Higher Education

Advanced Diploma in Software Engineering – Aptech Computer Education

Secondary School (Matriculation) in Computer Science – Pakistan International School - Saudi Arabia

Higher Secondary School (Intermediate) in Commerce – Pakistan International School - Saudi Arabia