Adeboye Omotolani
@adeboyeomotolani
SaaS technical support leader focused on SLA compliance, L2/L3 resolution, and continuous process improvement.
NigeriaWhat I'm looking for
I’m a Detail-oriented and performance-driven SaaS Technical Support Specialist and Team Lead with 4 years of hands-on experience in customer-facing technical environments across education and payment.
In my current role as Technical Product Support Team Lead at Venture Garden Group (EduTech Business), I lead support specialists, assign tasks against SLA targets, and handle escalated L2/L3 issues while documenting APIs and troubleshooting using dev-tools.
I’ve improved outcomes through incident management and support operations—handling showstopper bugs with product/engineering, coordinating feature rollouts and user onboarding, and strengthening customer satisfaction (15%) through faster, better resolutions.
I also support continuous improvement by implementing an automated ticketing system to reduce response times (20%), conducting pre-sales demos for new product features, and driving knowledge-sharing to achieve team KPIs.
Experience
Work history, roles, and key accomplishments
Technical Product Support Team Lead
Venture Garden Group (EduTech Business)
Aug 2024 - Present (1 year 11 months)
Lead a team of support specialists, assigning tasks aligned with SLA targets and managing escalated L2/L3 issues. Implemented an automated ticketing system to reduce response times by 20% and coordinate with product/engineering on showstopper bugs, feature rollouts, and onboarding.
Technical Product Support Specialist
Venture Garden Group (EduTech Business)
Apr 2022 - Aug 2024 (2 years 4 months)
Supported onboarding of students on SIS, LMS, and apply portals for 20+ institutions and resolved Level 2 technical issues while escalating critical ones to engineering. Conducted UAT for new features/updates and handled payment and course registration setup for each tenant.
Handled 80+ inbound/outbound calls and email tickets daily, resolving payment, card, and account-related issues. Logged and tracked complaints and resolutions using CRM and internal tools, working with service teams to ensure timely resolution.
Education
Degrees, certifications, and relevant coursework
Babcock University
Master of Business Administration, Strategic Management
2024 - 2026
Pursuing a Master of Business Administration in Strategic Management at Babcock University from 2024 to 2026.
University of Ilorin
Bachelor of Science, Social Science Education
2015 - 2019
Earned a B.Sc. in Social Science (Education) from the University of Ilorin from 2015 to 2019.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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