Ibrahim S.

I'm a Senior Technical Support Engineer with 7+ years of experience helping SaaS companies deliver exceptional customer experiences through expert troubleshooting, technical support, customer onboarding, and integration support. I specialize in resolving complex technical issues, managing escalations, troubleshooting APIs and integrations, supporting enterprise customers, and collaborating with Engineering teams to drive issues from investigation to resolution. Throughout my career, I've supported B2B SaaS platforms, Microsoft 365 environments, cloud applications, and enterprise identity systems while serving as a trusted technical advisor for customers and internal stakeholders. Core Expertise ✔ SaaS Technical Support (L1-L3) ✔ Customer Support & Customer Success ✔ Technical Troubleshooting & Root Cause Analysis ✔ Escalation Management & End-to-End Resolution ✔ API Troubleshooting & Debugging (REST APIs, Postman, JSON) ✔ SSO & SCIM Integrations (Azure AD, Okta) ✔ Identity & Access Management (IAM) ✔ Microsoft 365 Administration (Exchange Online, Teams, SharePoint) ✔ Active Directory & Azure AD ✔ Customer Onboarding & Technical Training ✔ Technical Documentation & Knowledge Base Management ✔ QA Testing & Bug Reproduction ✔ Ticketing Systems (Jira, Zendesk, Intercom, Service Desk Platforms) ✔ Product Support & Incident Management What I Bring • Strong ownership mentality with a focus on customer satisfaction and issue resolution • Proven ability to investigate, diagnose, and resolve complex technical issues • Experience working closely with Engineering, Product, and Customer Success teams • Excellent written and verbal communication skills • Ability to explain complex technical concepts to both technical and non-technical stakeholders • Detail-oriented, proactive, and highly organized • Comfortable working independently in fast-paced startup and enterprise environments Recent Experience • Designed and debugged REST API integrations between SaaS platforms and external HRIS/LMS systems • Engineered SSO and SCIM provisioning workflows for enterprise customers • Provided advanced technical support for Microsoft 365, Active Directory Synchronization, and Exchange Online • Led customer onboarding, technical training, and implementation projects • Created technical documentation, troubleshooting guides, and knowledge base articles • Conducted QA testing and issue reproduction to reduce post-release defects If you're looking for a Technical Support Engineer who can own customer issues, reduce escalations, improve customer experience, and work effectively with both customers and engineering teams, I'd be happy to help.