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.
