Technical Support Specialist (Fintech & APIs)

Shayan Imran

262-***-**** *************@*****.*** Spring, TX 77388

Technical Support Specialist with progressive experience across fintech, SaaS, and high- volume customer support environments. Trusted to take ownership of complex, customer- impacting cases from first contact through resolution while communicating clearly across phone, email, and chat. Recognized multiple times for service quality, reliability, and consistent performance, with a strong record of collaborating effectively with Product and Engineering teams.

SUMMARY

• Support: Zendesk, Jira, Slack, Intercom, Guru, Notion.

• Technical: REST APIs, JSON, SQL, Postman, API Troubleshooting, Root Cause Analysis.

• Analytics: Tableau, Mode Analytics.

• Productivity: Microsoft Office, Google Workspace, ChatGPT, Microsoft Copilot.

• Programming: HTML, CSS, JavaScript, Python.

TECHNICAL TOOLS &

PLATFORMS

• Technical troubleshooting

• API and integration support

• Root cause analysis

• SQL querying and log analysis

• Case ownership and escalation

• Customer-focused communication

• Analytical problem solving

• Cross-functional collaboration

• Attention to detail

• Adaptability and quick learning

SKILLS

Technical Customer Support specialist ( Remote ) 06/2025 - 07/2026 Plaid

• Provided technical support to customers via phone and email.

• Supported customers integrating fintech products and REST APIs by troubleshooting complex technical issues.

• Investigated API, authentication, and integration failures using SQL, logs, and structured debugging.

• Reproduced customer issues to isolate implementation errors, data inconsistencies, and product defects.

• Partnered with Engineering and Product teams to resolve customer-impacting issues.

• Owned technical cases from investigation through resolution and prepared detailed engineering escalations.

• Streamlined support processes through the implementation of automation tools and technologies.

• Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.

• Earned performance recognition for strong technical case ownership, accurate troubleshooting, and dependable resolution of API and integration issues. EXPERIENCE

08/2024 - 06/2025

12/2022 - 08/2024

03/2022 - 08/2024

Technical Support Specialist ( Remote )

Coinbase

• Delivered technical support for web and mobile fintech products via phone, email, and chat.

• Investigated account access, authentication, transaction, application, and security- related issues using structured troubleshooting and root cause analysis.

• Used remote login tools to assist clients with technical and product questions.

• Guided customers through technical resolutions while protecting sensitive account information.

• Collaborated with Product, Engineering, Operations, and Risk teams to resolve complex customer-impacting issues and document detailed escalations.

• Identified recurring customer issues and shared actionable feedback to improve workflows, product experience, and support documentation.

• Supported customers with online billing, access, and account issues.

• Received two performance-based recognitions for consistently meeting quality, productivity, and customer experience goals while resolving technical support cases. Online Personal Shopper ( PartTime )

Walmart

• Selected, prepared, and fulfilled online customer orders while maintaining accuracy, product quality, and fulfillment deadlines.

• Communicated with customers regarding substitutions, unavailable items, order changes, and pickup requirements.

• Used digital order-management tools to process orders, update order status, and support accurate fulfillment.

• Coordinated with store departments to resolve inventory, substitution, and order discrepancies before completion.

• Greeted customers and provided excellent customer service.

• Scanned items when pulling from shelves to update system stock information.

• Recognized by store leadership for dependable order fulfillment, accurate substitutions, and consistently completing customer orders within required pickup windows. Customer Service Representative (Remote, PartTime) Safelite

• Assisted customers through phone, email, and chat with auto glass claims, service questions, and appointment scheduling.

• Entered claim information accurately during live calls and verified insurance coverage, deductibles, and customer details.

• Guided customers through repair, replacement, and recalibration options while clearly explaining next steps.

• Resolved complaints and service concerns with empathy, accurate information, and timely follow-up.

• Used internal systems and scripted resources to manage cases efficiently and maintain accurate records.

• Earned performance recognition for consistently meeting service, accuracy, and customer experience expectations while supporting customers through claims and scheduling.

CERTIFICATIONS Google IT Support Professional Certificate Issued by Google through Coursera. Hamilton High School

Milwaukee, WI

EDUCATION

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