Technical Support Engineer

WALEOLA AKINSANMI

Email: ****************@*****.*** Phone: +1-604-***-**** Location: Langley, BC, Canada CAREER OBJECTIVES

Detail-oriented Technical Support Engineer with over 5 years of experience providing client-focused support in SaaS environments. Skilled in diagnosing and resolving technical issues, building and debugging scripts, and collaborating with engineering and product teams to deliver high-impact solutions. Proficient with JavaScript, HTML, SQL, CRM systems, and cloud-based tools. Adept at simplifying technical concepts for diverse audiences and improving support workflows through automation and documentation. PROFESSIONAL WORK EXPERIENCE

Sabilink, Vancouver, BC October 2023 - March 2025

Technical Support Engineer

● Delivered first-tier technical support to SaaS clients across various platforms.

● Created and debugged JavaScript scripts to assist with integrations and workflows.

● Used SQL and Postman to resolve escalated issues, improving resolution time by 25%.

● Managed tickets using Jira and Slack while maintaining documentation for knowledge transfer.

UserTesting, San Francisco, CA November 2021 to March 2023 Product Support Specialist

● Supported North American and international clients with product setup and troubleshooting.

● Maintained technical documentation and guided users on best practices.

● Escalated complex issues to engineering teams and contributed to QA processes. Global Relay, Vancouver, BC August 2019 to November 2021 Technical Analyst

● Assisted enterprise clients with software implementation and ongoing support.

● Ran SQL queries and used Elasticsearch to identify and resolve technical issues.

● Supported CMS integration (WordPress, HubSpot) and API-related requests. Andela, New York, NY September 2015 to May 2018

Software Support Engineer

● Provided technical assistance for web applications across distributed teams.

● Authored customer-facing documentation and internal troubleshooting guides.

● Conducted system monitoring and issue resolution in Linux-based environments. SKILLS

● Languages & Tools: JavaScript, HTML, SQL, Python, Elasticsearch, GraphQL

● CRM & Support Platforms: Salesforce, Jira, Zendesk, HubSpot, Customer.io, Postman

● Web & CMS: WordPress, Shopify, Google Tag Manager

● Other: API Integration, Technical Documentation, Data Analytics, Cloud Fundamentals EDUCATION

University of Nigeria, Nsukka, Enugu, Nigeria 2007-2013 Bachelor of Electronic Engineering

ADDITIONAL INFORMATION

● Availability: Immediate

● Work Status: Legally authorized to work in Canada

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