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amine housni

@aminehousni

Customer Support Engineer at Numeral, automating ticket workflows and cutting backlog by 40%+ across payment API support.

France

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At Numeral, I fully owned and managed the Pylon ticketing system, including its configuration, automation, and SLA setup. I built automation and escalation workflows that cut backlog by 40%+ and improved response times.

I manage end-to-end client support for payment APIs, working to meet SLAs and maintain customer satisfaction. Through bi-weekly syncs, I connect Support, Product, and Engineering to prioritize user-impacting fixes.

At Onfido, I supported clients integrating and using the company’s API, SDK, and Dashboard. I resolved technical issues through troubleshooting and log analysis, and contributed to knowledge sharing and improvements to support processes.

At Pascal Institut, I worked on a final-year project that enhanced adaptive learning algorithms with new enrichment criteria. I analyzed machine learning research and compared the effectiveness of the methods with traditional enrichment criteria.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Engineer

Current

Numeral

Jul 2025 - Present (1 year 3 months)

Fully owned and managed the ticketing system (Pylon), including configuration, automation, and SLA setup. Managed end-to-end client support for payment APIs, ensuring SLA compliance and high customer satisfaction.

Pylon APIs SLA Automation Customer Support Escalation Workflows

Customer Support Engineer

Onfido

Jan 2022 - Apr 2025 (3 years 3 months)

Demonstrated a deep understanding of Onfido's products, enhancing the customer onboarding process. Collaborated with clients to integrate and utilize Onfido's API, SDK, and Dashboard.

Postman API Jira Salesforce Lightning Zendesk SFTP Splunk Customer Support Troubleshooting Log Analysis

Data Scientist

Pascal Institut

Feb 2021 - Sep 2021 (7 months)

Enhanced adaptive learning algorithms by incorporating new enrichment criteria. Conducted bibliographic analysis of recent developments in machine learning methods.

Machine Learning Classification Meta Modeling Reliability

Education

Degrees, certifications, and relevant coursework

SIGMA Clermont

Advanced Master Degree, Data Science for Engineering

2020 - 2021

Advanced Master Degree in Data Science for Engineering, covering machine learning, probability and statistics, business intelligence, data visualization, optimization, data ethics, and project management.