Looking for a job

Ameer Hussain

@ameerhussain1

Message

I resolve complex SaaS application, API, integration, and configuration issues for high-volume B2B customers.

Sri Lanka

Message

What I'm looking for

I'm looking to continue solving complex SaaS and application issues, collaborating with Engineering and Product teams, improving support workflows through automation, and delivering clear technical guidance to B2B customers.

At PetDesk, I support Vetstoria, a SaaS veterinary booking platform used by 800+ clinics, resolving application, API, integration, authentication, and configuration issues. I handle more than 100 tickets weekly while maintaining SLA compliance above 85%, and improved average ticket resolution time by 30% within my first three months.

I've also supported enterprise hotel management and ERP software at IDS Next Business Solutions and led issue resolution for sellers at Daraz.lk, contributing to seller NPS growth from 34% to 86%. I enjoy investigating root causes, collaborating with Engineering and Product, documenting repeatable solutions, and automating support workflows.

Experience

Work history, roles, and key accomplishments

Current

Product Support Engineer

Current

PetDesk

May 2024 - Present (2 years 4 months)

Provide technical and application support for Vetstoria, a SaaS veterinary booking platform, handling 100+ support tickets per week while maintaining SLA compliance above 85%. Own customer issues from initial report through investigation, troubleshooting, resolution, or escalation.

SaaS Support API Troubleshooting Log Analysis Zendesk Jira Google Apps Script Google Sheets Slack UAT Functional Testing EzyVet Impromed AVImark

Customer Success Executive

IDS Next Business Solutions

Aug 2023 - Mar 2024 (7 months)

Provided L1 application support for an enterprise hotel management and ERP platform, supporting modules including Point of Sale, Front Office, Inventory, HR & Payroll, and Banquet. Investigated application and POS issues by reviewing system behavior, configuration files, application settings, and database records.

L1 Application Support POS ERP Any Desk Database Management Troubleshooting Documentation

Issue Resolution Executive

DARAZ.LK

Jan 2020 - Jul 2023 (3 years 6 months)

Handled seller email inquiries and claims, investigating issues and providing timely resolutions in line with established SLAs. Worked with cross-functional teams to identify process gaps and improve issue-resolution workflows.

Issue Resolution SLA Management Data Analysis Reporting Training Cross Functional Collaboration

Complaint Management Executive

Ikamn.LK

Feb 2019 - Sep 2019 (7 months)

Investigated and resolved escalated customer and seller issues received from the customer support team. Prepared reports and metrics to track issue trends and support improvements to the complaint-resolution process.

Complaint Management Escalation Handling Reporting Metrics SLA KPIs