How I got here
I own the full EMEA ticket lifecycle at Stack Overflow, every ticket and every P1/P2 incident across 100+ enterprise accounts, working autonomously from first contact through to resolution. I treat every recurring issue as a signal, not just a workload. It is what happens after I spot a pattern.
At Alida I built my first customer feedback pipeline. When I spotted a pattern I did not just flag it, I built the process that made sure it reached engineering and product every time.
I did the same thing at Stack Overflow. New company, same gap. So I built it again from scratch.
That is how I surface 15+ high impact feature requests to engineering and product every year. Not by luck. By having a system.
When I found gaps in documentation or process, I built the thing that filled them and made sure it worked without me. Datadog dashboards, escalation playbooks, knowledge base infrastructure. None of it was asked of me. I spotted the gaps and built the solutions.
My route into tech was not traditional. I started teaching myself to code during the pandemic out of pure curiosity, moved through customer-facing roles, and found my way into product support. That same drive runs through everything I do. I genuinely want to make things better for people, and I always have.
Beyond work
Ramadan fundraising: £50,000 raised, 2,000 families reached
Every year during Ramadan, I lead a fundraising project that has raised over £50,000 and distributed 2,000 food bags to families in Pakistan. It started small and grew because I kept improving it: better outreach, better logistics, better follow-through. The same instinct that makes me build better support systems is what makes this work.
Career journey
Senior Product Support Specialist · Stack Overflow
Works autonomously across the full EMEA ticket lifecycle. P1/P2 on-call ownership across 100+ enterprise accounts. Built a customer feedback pipeline connecting support insights to product and engineering. Surfaces 40+ high impact feature requests annually. Built Datadog dashboards, knowledge base infrastructure, and escalation playbooks from scratch.
Technical Support Analyst · Alida
Managed all EMEA enterprise escalations: SSO, SAML, OAuth, REST API debugging. 95% resolution rate. Reduced engineering investigation time by 20% through systematic reproduction. Built first customer feedback pipeline connecting support insights to engineering and product.
Customer Care Associate · Monica Vinader
98% CSAT managing 50+ daily interactions across phone, email, and chat. Resolved 300+ escalated tickets in a single week. Built 30 templates that improved first contact resolution by 25%.
Call Agent · 119 COVID Helpline
50+ inbound calls daily during peak pandemic operations. First-call resolution with empathy in a high-pressure, high-stakes environment.