Jun 2025 – Present · 1 yr

• Leading a team of 20 engineers across products, driving resolution of real-time customer issues while consistently owning daily KPIs, backlog health, escalations, and SLA performance.
• Owned Services–Support handoffs for international customers, leading onboarding and recurring cadence calls for top-tier and critical accounts.
• Drove HTC and D-SAT recoveries through closed-loop resolution, restoring customer trust and improving overall CSAT.
• Owned end-to-end APAC/EMEA operations, headcount forecasting, capacity planning, leave management, and shift handoffs.
• Delivered monthly Radar Reports and led MBR presentations, providing leadership with visibility into performance, risks, trends, and product gaps.
• Partnered with internal teams to balance caseloads, optimize queues, and improve customer experience and SLA delivery.
• Implemented cross-skilling initiatives, enabling engineers to support multiple products and improving coverage, flexibility, and team resilience.
• Interviewed and evaluated candidates for technical and support roles, contributing to hiring decisions, team scaling, and workforce planning.
• Mentored and coached engineers to confidently handle complex cases while proactively removing operational blockers.

Apr 2024 – Jun 2025 · 1 yr 2 mos

• Led Schoology Support across APAC & EMEA, managing 10+ engineers with ownership of daily metrics, backlog health, and SLA compliance.
• Drove strong backlog hygiene, escalation management, and focused resolution strategies.
• Served as Weekend Manager, ensuring seamless weekend operations, escalations handling, and uninterrupted customer support.
• Delivered bi-weekly and monthly performance updates (Radar Reports) to international stakeholders, highlighting progress, risks, and trends.
• Owned end-to-end Services Support Handoff for Schoology across International and North America regions, including key account onboarding.
• Partnered with Routing teams to balance caseloads, optimize queues, and improve customer experience.
• Built and maintained dashboards for APAC/EMEA teams to enable data-driven decision-making.
• Led cadence calls with strategic international customers, driving measurable improvements in customer sentiment.
• Mentored and coached engineers using Observe.AI, removing blockers and strengthening complex case handling.
• Collaborated cross-functionally to support Arabic beta testing, partner enablement, and operational alignment.
• Participated in hiring rounds, supporting talent evaluation and recruitment.

Apr 2023 – Jun 2024 · 1 yr 2 mos

• Working directly under the supervision of associate director.
• Leading a team of 6+ members to answer and complete customer's product related requests/queries on chats, emails and calls.
• Subject matter expert of Ed-Tech products- Performance Matters Assessment and Schoology Learning.
• Maintained and prioritized development backlog in JIRA for high priority customer issues.
• Coached and mentored 8+ team members for the product support team.
• Participated in bug triage and pre-release bug findings to proactively find and fix the bugs before pushing the release to the production environment.
• Supported the organization by working on internal non-client-facing projects.
• Drove team meeting and acted as the mentor for new team members.
• Prepared knowledge base articles and maintained handbooks for complex issues hence reducing resolution TAT and escalations from Tier 1.
• Assisted in project implementation scope and schedule while focusing on regularly and timely delivery of projects.
• Handles critical escalations and compliance for the team and prepared reports on daily/weekly basis to improve the customer experience.
• Customized product features by writing MySql queries on clients request.

Jan 2022 – Mar 2023 · 1 yr 2 mos

• Worked on SaaS applications to design, configure, customize, and deploy integrated solutions enabling seamless communication across systems.
• Troubleshot code and configuration issues across test and production environments to ensure system stability.
• Built reports and data extracts to support business analysis and decision-making.
• Acted as a liaison between development teams, business analysts, and stakeholders to analyze requirements and deliver effective solutions.
• Provided technical support for system integrations, resolving application and data-level errors.
• Enabled unified user experience by implementing AppSwitcher to access multiple applications from a single platform.
• Delivered client services including data cleaning, data uploads, and application customizations.
• Wrote and optimized MySQL queries to insert, update, delete, and customize datasets.
• Designed product solutions aligned with business specifications and operational needs.
• Supported and coached end users, conducted client meetings, and ensured successful adoption of solutions.
• Maintained optimal application performance through feature enhancements, diagnostics, and pre-production testing.
• Collaborated closely with product and engineering teams to resolve client-reported defects and implement enhancements.
• Performed ETL (Extract, Transform, Load) operations for sensitive client data with accuracy and compliance.
• Monitored database jobs, system health, and application events to ensure continuous operations.
• Utilized AWS cloud services for data storage, processing, and extraction to support client requirements.

Apr 2020 – Dec 2021 · 1 yr 8 mos

• Providing services to the clients by accomplishing the data cleaning, data uploading and customization requests.
• Wrote MySql queries to customize, insert, remove datasets on MySQL server.
• Designing a product solution in line with specifications given by business managers.
• Offering support services for users, coaching users within the business and meeting with clients.
• Maintaining the optimal performance of system applications, ensuring smooth navigation by upgrading the features of existing applications, and performing multiple diagnostic tests before releasing the applications to the production environment.
• Worked closely with product development team to find and fix client reported bugs and feature requests.
• Performed ETL ( Extract, Transform and Load) of sensetive data on clients request.
• Monitoring Database scheduled jobs, System and application events on a daily basis.
• Used AWS cloud services to store, compute and extract datasets for the clients.

May 2019 – Mar 2020 · 10 mos