M Hashim
Senior Technical Support Engineer | Cloud & SaaS
Professional Summary
Senior Technical Support Engineer with 7+ years of experience in cloud infrastructure, SaaS platforms, and enterprise support. Expert in Kubernetes, AWS, REST APIs, SQL, and remote troubleshooting. Proven track record of maintaining 99.9% SLA compliance, reducing ticket backlog by 25%, and collaborating with DevOps and Engineering teams to resolve complex production issues.
Top Skills
Kubernetes
AWS
REST APIs
SQL
Docker
Linux
CloudWatch
Datadog
DevOps
Technical Support
Root Cause Analysis
CI/CD
Experience
AppFolio
Senior Technical Support Engineer (June 2024 - Present)
- Provided Tier 2 and Tier 3 cloud infrastructure support.
- Troubleshot Kubernetes (DOKS), Droplets, VPC, and networking issues.
- Debugged production problems in Docker-based environments.
- Investigated system logs using CloudWatch and Datadog.
- Assisted developers with API, DNS, and load balancer configurations.
- Performed root cause analysis for outages.
- Maintained 99.9% SLA compliance.
- Collaborated with DevOps and Engineering teams.
DigitalOcean
Customer Support Specialist (February 2023 - May 2024)
- Provided Tier 2 and Tier 3 SaaS platform support.
- Troubleshot REST API integrations and webhooks.
- Debugged logs using Datadog and AWS CloudWatch.
- Investigated PostgreSQL database issues.
- Reduced ticket backlog by 25 percent.
- Maintained a 98 percent SLA.
Freshworks
Technical Support Engineer (August 2021 - December 2022)
- Supported global clients with their product and APIs.
- Troubleshot CRM integrations and automation workflows.
- Used SQL queries to identify backend issues.
- Resolved escalated technical tickets.
- Created knowledge base articles and documentation.
- Collaborated directly with Product and Development teams.
CleverTech
Senior Software Engineer (May 2019 - July 2021)
- Built full-stack applications using React and Node.js.
- Developed REST APIs and backend services.
- Integrated Stripe and Twilio APIs.
- Deployed applications on AWS including EC2, RDS, and S3.
- Implemented CI/CD pipelines with GitHub Actions.
- Containerized services using Docker.
systemsltd.com
Junior Software Engineer (January 2018 - May 2019)
- Assisted in backend and frontend development.
- Fixed production bugs.
- Optimized SQL queries.
- Supported QA processes and deployments.
Education
Bachelor of Science in Computer Science (BSCS)
Virtual University of Pakistan (2015-2018)
Intermediate in Computer Science (ICS)
Government College of Technology (2013-2014)