Ibrahim Salami Email & Phone Number

Lagos, Nigeria

Berlin, Germany

As a Tier 2 Technical Support Engineer, I provide advanced technical support directly to customers and manage escalated tickets from Tier 1 support agents. I collaborate closely with the engineering team to debug, troubleshoot, and implement fixes for customer-reported bugs, ensuring timely resolution of complex issues within our web application and related systems.My role involves extensive testing and troubleshooting of API issues, leveraging tools like POSTMAN, CURL, and browser debugging tools to diagnose and resolve problems in REST API and GraphQL environments. I also conduct thorough debugging and testing of our web application to identify and address potential issues before they impact users.To support issue resolution, I use Grafana Loki to check and analyze logs, gaining insights that help pinpoint and resolve underlying problems. Additionally, I query SQL databases using DB Weaver and pg4admin to retrieve and analyze data relevant to customer inquiries and technical challenges.I frequently participate in online meetings to provide real-time assistance to customers, offering hands-on support to resolve their concerns. In addition, I write and update technical documentation, ensuring that both customers and internal teams have access to clear, accurate, and up-to-date information.As the first point of escalation, I serve as a key intermediary between customers, Tier 1 support, and the engineering team, facilitating communication and ensuring efficient and effective resolution of issues.

Poland

Provide direct technical support to customers, addressing and resolving complex issues related to web and mobile applications, REST APIs, and GraphQL.Collaborate closely with the engineering team to debug, identify root causes, and implement fixes for bugs reported by customers, ensuring minimal disruption and quick resolutions.Utilize tools such as POSTMAN, CURL, and browser debugging tools to troubleshoot and test API issues, enhancing the overall performance and reliability of our applications.Conduct thorough testing of web and mobile applications, identifying and reporting bugs or issues post-release of new features, contributing to continuous improvement and product quality.Serve as the key intermediary between customers and the engineering team, effectively communicating technical details and updates to ensure customer satisfaction and seamless collaboration.Write and update comprehensive technical documentation, providing clear and accurate resources for both customers and internal teams.Analyze and debug application issues using Grafana Loki, optimizing system performance and resolving technical challenges.Provide dedicated support to internal users of our products, ensuring they have the tools and assistance needed for efficient operation.

Lagos, Nigeria

Engineered, tested, and debugged backend services for financial applications using Python and Flask, ensuring the reliability and security of business-critical financial services.Developed and integrated code with third-party financial API services, tools, and internal business logic, enhancing the functionality and service offerings of the Fintech platform.Collaborated closely with QA engineers and cross-functional teams to ensure the delivery of high-quality financial software, actively participating in code reviews and testing cycles.Provided direct support to developers integrating our financial API products, offering expert guidance and troubleshooting assistance to ensure smooth and secure integration.Managed escalated tickets from the customer support team, addressing complex technical issues and resolving bugs in financial applications to maintain high levels of customer satisfaction and compliance.Leveraged tools such as POSTMAN, CURL, and browser debugging tools to diagnose, troubleshoot, and test API-related issues, ensuring robust financial transactions and data integrity.Authored and maintained comprehensive technical documentation, ensuring clarity and accessibility for future development and support efforts within the financial services domain.Utilized Sentry to monitor and manage application errors, proactively identifying and addressing issues to maintain system stability and security in a financial context.Provided technical support to internal users, including front-end engineers and QA teams, by resolving challenges related to the API products, ensuring seamless operation within the financial services platform.

Lagos, Nigeria

Write and maintain Python code to address bug fixes, ensuring the stability and performance of our API products and web/mobile applications.Provide direct support to developers integrating our API products, utilizing tools like POSTMAN, CURL, and browser debugging tools to troubleshoot, diagnose, and resolve API issues reported via REST API or GraphQL.Serve as the frontline support for customers using our mobile and web applications, resolving technical issues promptly. Provide ongoing support to internal users, including front-end engineers and QA teams, to optimize the usage and performance of our API products.Write, update, and maintain comprehensive technical documentation, ensuring that developers and users have clear and accurate resources for integrating and using our API products.Utilize Sentry for proactive error monitoring and management, enabling rapid identification and resolution of issues within our applications.Employ database tools like pg4Admin to query and retrieve critical information from our databases, supporting data-driven decision-making and troubleshooting.Use tools like Retool to develop user-friendly GUIs, allowing non-technical users to query the database and access results independently, thereby improving efficiency and accessibility of data.

Lagos, Nigeria

Started as a Technical Support Engineer First Level and grew to Second Level Support.Provided expert-level frontline support for customers using our desktop application, ensuring quick and efficient resolution of issues through direct engagement via online meetings, phone calls, email, and ticketing systems.Managed escalated tickets from the Level 1 support team, applying advanced troubleshooting techniques using custom and internal tools to diagnose and resolve complex technical issues.Led and mentored a team of 5 customer support agents, fostering a collaborative environment focused on continuous improvement and customer satisfaction.Organized and conducted technical training sessions for the Level 1 support team, equipping them with the knowledge and skills necessary to handle customer inquiries effectively and reduce escalation rates.Leveraged internal tools and resources to systematically analyze and resolve customer-reported issues, enhancing the overall efficiency of the support process.Maintained a high level of customer satisfaction by consistently delivering solutions that met or exceeded customer expectations, contributing to improved retention and loyalty.

Lagos

Started as a Technical Support Engineer and grew to the Lead Technical Support Engineer.Managed a team of 5 technical support engineers, providing guidance, mentorship, and organizing regular technical training sessions to enhance team performance and knowledge.Utilized SQL to extract and analyze data, facilitating the resolution of complex issues within web and mobile applications. Employed browser debugging tools to diagnose and troubleshoot front-end application issues, ensuring optimal performance and user experience.Collaborated closely with the engineering team to test and validate new features in both mobile and web applications, contributing to quality assurance and seamless product releases.Authored and maintained comprehensive technical documentation, including troubleshooting guides, support procedures, and feature release notes, to ensure clear communication and effective knowledge sharing within the team and with stakeholders.Provided advanced technical support to resolve escalated customer issues, ensuring timely and effective solutions. Acted as a liaison between customers and the engineering team to communicate and resolve technical challenges.Developed and implemented support processes to streamline issue resolution, reduce response times, and improve overall customer satisfaction.

Lagos

Utilized SQL to extract and analyze data, facilitating the resolution of complex issues within web and mobile applications. Employed browser debugging tools to diagnose and troubleshoot front-end application issues, ensuring optimal performance and user experience.Collaborated closely with the engineering team to test and validate new features in both mobile and web applications, contributing to quality assurance and seamless product releases.Authored and maintained comprehensive technical documentation, including troubleshooting guides, support procedures, and feature release notes, to ensure clear communication and effective knowledge sharing within the team and with stakeholders.Provided advanced technical support to resolve escalated customer issues, ensuring timely and effective solutions. Acted as a liaison between customers and the engineering team to communicate and resolve technical challenges.Developed and implemented support processes to streamline issue resolution, reduce response times, and improve overall customer satisfaction.