Self-taught. Systems-minded. Genuinely curious about what breaks, why it breaks, and how to make sure it never breaks the same way twice.
"Every system I have built started the same way. Noticing something that could be better, and caring enough to do something about it."
How I got here
I'm the sole EMEA support engineer at Stack Overflow, owning every ticket and every P1/P2 incident across 100+ enterprise accounts.
I spotted the gaps, built the solutions, and documented them so they scaled beyond me.
That instinct didn't come from a traditional route. 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. Outside of work, I lead a Ramadan fundraising project that has raised over £50,000 and reached 2,000 families in Pakistan.
That same drive runs through everything I do. I genuinely want to make things better for people, and I always have.
Career journey
Sole EMEA support engineer. P1/P2 on-call ownership across 100+ enterprise accounts. Built Datadog dashboards, knowledge base infrastructure, and escalation playbooks from scratch.
Managed all EMEA enterprise escalations: SSO, SAML, OAuth, REST API debugging. 95% resolution rate. Reduced engineering investigation time by 20% through systematic reproduction.
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%.
50+ inbound calls daily during peak pandemic operations. First-call resolution with empathy in a high-pressure, high-stakes environment.
Beyond work
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. I genuinely want to make things better for people.
Ask me anything