About me
I am a Senior Support Professional working at the intersection of Support, Product and Engineering. At Stack Overflow, I own the EMEA support lifecycle across 100+ enterprise accounts, including complex technical investigations and P1 and P2 escalations.
Over time, I became just as interested in what happens after a ticket is solved. How does a recurring issue become better documentation? How does customer feedback reach Product? How do we give Engineering better evidence when something needs escalating?
That is the direction of my work now: building Support Operations systems that turn what Support learns into something the wider company can use.
How I work
Investigate
APIs, authentication, SSO, logs, observability, reproduction and root cause analysis.
Systemise
Turn recurring issues into workflows, documentation, escalation paths and processes that scale.
Automate
Use AI and software to reduce repetitive work while keeping human judgement where it matters.
Connect
Bring customer signals to Product and Engineering so useful context does not stop at Support.
What I am building toward
I keep coming back to one question: what happens to the information Support learns?
My projects explore different parts of that loop. Feedback Loop turns customer requests into structured product signals. Support Ticket Analyser turns solved issues into reusable knowledge. My Engineering Escalation Engine explores how customer problems can become clearer, evidence-based engineering handoffs.
I am particularly interested in AI-native and developer-focused teams where Support sits close to Product and Engineering, and where there is room to question how things work and build something better.
Beyond work
Ramadan fundraising: £50,000 raised, 2,000 families reached
Every Ramadan, I lead a fundraising project providing food bags to families in Pakistan. It started small and grew because I kept improving how we did it, from outreach to logistics and follow-through. I think that says a lot about how I approach things generally: if something matters, I want to make it work better.
Career journey
Senior Product Support Specialist · Stack Overflow
Own the EMEA support lifecycle across 100+ enterprise accounts, including P1 and P2 escalations, technical investigations and the systems that connect Support with Product and Engineering.
Technical Support Analyst · Alida
Managed enterprise technical support across SSO, SAML, OAuth and APIs, while improving bug reporting, customer feedback and documentation workflows.
Customer Care Associate · Monica Vinader
Managed high-volume customer support across phone, email and chat, including complex escalations and cross-functional resolution.
Call Agent · 119 COVID Helpline
Handled 50+ inbound calls daily during high-volume pandemic operations.