Skills & Experience

APIs. Authentication systems. Observability dashboards. Incident ownership. Here is the technical depth behind the support.

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Core strengths

🛠 End-to-end ownership of complex production issues
🔍 Root cause analysis and escalation leadership
🤝 Clear enterprise and cross-functional communication
📈 Building systems that prevent issues recurring
🚨 P1/P2 on-call incident management across EMEA
📝 Documentation that scales support beyond one person

Career history

Stack Overflow

Senior Product Support Specialist

Stack Overflow

Jan 2025 to Present

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Stack Overflow

Sole EMEA support engineer. P1/P2 on-call ownership across 100+ enterprise accounts. Built Datadog dashboards, knowledge base infrastructure, and escalation playbooks from scratch.

Alida

Technical Support Analyst

Alida

Feb 2023 to Nov 2024

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Alida

Managed all EMEA enterprise escalations. 95% resolution rate. Reduced engineering investigation time by 20% through systematic issue reproduction.

Monica Vinader

Customer Care Associate

Monica Vinader

Nov 2021 to Feb 2023

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Monica Vinader

98% CSAT managing 50+ daily interactions. Resolved 300+ escalated tickets in a single week. Improved first contact resolution by 25%.

119 Helpline

Call Agent

119 COVID Helpline

Sep 2021 to Nov 2021

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119 COVID Helpline

50+ inbound calls daily during peak pandemic operations. First-call resolution with empathy in a high-pressure, high-stakes environment.

Sainsburys

Sales Assistant

Sainsbury's

Dec 2019 to Jun 2020

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Sainsbury's

Generated £2k+ weekly upsales. Expert product recommendations to 150+ customers daily. High volume customer-facing environment.

M&S

Customer Service Advisor

Marks & Spencer

Sep 2017 to Feb 2019

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Marks & Spencer

Employee of the Month for 8 consecutive months. High-volume complaint handling with a calm, positive approach and strong resolution rate.

Tools by impact area

Tools change. Systems thinking, ownership, and communication do not.

🎫Support platforms

Zendesk, Freshdesk, Salesforce, Intercom

Case ownershipSLAsTicket workflows
🚨Incident response

PagerDuty, Rootly, Jira, Slack, Confluence

P1/P2 on-callEscalationsPost-mortems
🔍Observability

Datadog, Elasticsearch, Kibana, Browser DevTools

Custom dashboardsLog analysisError tracing
🔌APIs and authentication

REST APIs, Postman, SSO, SAML, OAuth, DNS

API debuggingSSO migrationsIntegration support
👩🏻‍💻Technical foundations

JavaScript, SQL, Bash, Docker, HTML/CSS, Git/GitHub, Python (learning)

Issue reproductionScriptingVersion control
🤖AI and automation

Claude (Anthropic API), Cloudflare Workers, Google Dialogflow, IBM Watson

Prompt engineeringChatbot deploymentProxy architecture
📚Documentation

Knowledge bases, troubleshooting playbooks, API docs, onboarding guides

Self-service enablementTeam scaling
🌐Languages

English, Urdu, Hindi (all fluent), Punjabi (intermediate)

EMEA coverageEnterprise communication

Certifications

AI and technical certifications:

IBM AI Fundamentals with Capstone Project Generative AI: Prompt Engineering Basics Generative AI: Introduction and Applications Datadog: Performance Monitoring Zero to Hero

Developer certifications:

Creating API Documentation Introduction to Web APIs Learning REST APIs JavaScript SQL Essential Training Linux and Bash Scripting HTML5 and CSS3 Python (ongoing)

Let's connect 👩🏻‍💻

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