Bettersource

Qualifications & Work History

BSc Computer Science, Lahore Garrison University, Pakistan (2017 – 2021)

Lead Technical Support Engineer @ Bettersource (Jul 2023 – Present)

Oversee upgrading and maintenance of hardware/software systems to ensure reliability and functionality.
Collaborate with internal teams and clients on ongoing and new projects to foster productive partnerships.
Lead automation efforts to improve team efficiency by streamlining daily operations.
Address inbound incident requests from clients and internal members, delivering timely solutions.
Develop scripts as needed to support application deployments and optimize workflows.
Provide guidance and training to fellow technical support staff on both technical and procedural aspects.
Assist customers in system operation and maintenance, ensuring proficiency in utilizing system capabilities.
Participate in after-hours support rotations, prioritizing user support to maintain infrastructure availability during crucial production hours.

Lead Technical Support Engineer - Tier 3 @ Motive (Aug 2022 – Jun 2023)

Triage critical customer issues and provide technical guidance for customer engagement.
Proactively handle escalations and respond to issues in JIRA.
Resolve support issues related to backend, frontend, and mobile resources with minimal user disruption.
Analyze data to determine the impact/prevalence of issues using analytical tools like Redash and Datadog.
Identify root causes of errors/bugs and report them to the Backend Engineering & Product team.
Contribute to the knowledge base and documentation of Motive’s software and hardware processes.
Provide training to Tier 2 Technical Support Engineers.
Resolve Tier 2 and Tier 3 level queries for Technical Support Engineers.

Technical Support Engineer - Tier 2 @ Motive (Sep 2021 – Aug 2022)

Worked in Tier 2 Safety POD to resolve escalations and meet customer requirements.
Applied changes to underlying data/processes with minimal user disruption.
Utilized engineering-developed tools to modify erroneous user/driver data.
Evaluated existing tools and collaborated with engineering teams to develop scalable solutions.
Determined the root cause of errors/bugs and reported them to engineering teams.

Technical Support Specialist @ Motive (Apr – Sep 2021)

Worked as a Product Support Specialist for the US and Canadian-based trucking industry.
Performed data analysis to determine the impact/prevalence of issues related to devices like Dashcam/Vehicle Gateway/Asset Gateway.
Investigated technical support requests and escalated issues to the appropriate individuals.

Technical Support Specialist @ Systems Limited (Jun 2020 – Apr 2021)

Worked as a Support Specialist for a client based in the USA.
Applied strong analytical, diagnostics, and troubleshooting skills to resolve complex problems.
Gained hands-on experience with Active Directory, Office 365, Exchange, and managed tickets using Manage Engine & Zoho Desk.
Provided resolutions for software or hardware inquiries raised by users.
Supported the rollout of new applications and provided support through procedural documentation.

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