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barnabs Inegbedion

@barnabsinegbedion

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Customer Support Engineer specializing in API troubleshooting and enterprise messaging reliability.

Nigeria

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What I'm looking for

I want a role where I can own complex API and messaging troubleshooting, collaborate closely with engineering and product, and use metrics to improve retention and reliability. I’m excited by enterprise environments with clear SLAs and continuous escalation feedback loops.

I’m a Customer Support Engineer with 6+ years of experience delivering Tier 2/3 technical troubleshooting for enterprise clients—especially across API integration issues, JSON/log debugging, and complex messaging environments. I bridge engineering and customers to drive adoption, retention, and satisfaction, while managing ticket lifecycles end-to-end through Tier 1, 2, and 3 escalation paths.

At Monty Mobile, I support B2B SaaS and Product Messaging by debugging HTTP/SMPP configurations, analyzing stack traces and payloads with tools like Postman, and maintaining SAP BTP workflows across development, staging, and production. I also track API adoption and usage metrics to produce retention and satisfaction KPI reports, coordinate customer success activities across HubSpot and Zendesk, and collaborate with Product on feature requests while handling renewal queries and vendor paperwork.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Engineer

Current

Monty Mobile

Jan 2024 - Present (2 years 4 months)

Delivered Tier 1–3 technical troubleshooting for enterprise clients via Intercom, managing tickets from initiation to resolution. Supported API integrations by debugging JSON payloads and HTTP/SMPP configurations, while managing SAP BTP workflows and driving customer retention through usage and satisfaction reporting.

API Integration Troubleshooting Postman HTTP SMPP Configuration SAP BTP Intercom Zendesk

Technical Support Engineer

Monty Mobile

Jun 2021 - Dec 2023 (2 years 6 months)

Installed, tested, and troubleshot enterprise web applications, APIs, and SMS management systems globally, leading system acceptance and test cycles (system, functional, integration, regression). Monitored SMSCs over HTTP/SS7/SMPP, performed hourly CDR analysis for revenue assurance, and coordinated API root-cause investigations with the development team.

Test Planning System Testing Regression Testing SMSC Monitoring HTTP SS7 SMPP CDR

Technical Support Networks Engineer

Airtel Nigeria

Jul 2020 - May 2021 (10 months)

Provided 24x7 proactive and corrective NOC monitoring with 1st/2nd/3rd line support, managing trouble tickets end-to-end to ensure SLA compliance. Supported 2G/3G/4G integration capacity (minimum 8E1 availability) and performed soft/hard link upgrades with minimal downtime.

NOC Monitoring SLA Management Network Alarms Performance Metrics 2G 3G 4G Integration Support Link Upgrades

Technical Support Engineer

Aviat Networks

Sep 2019 - Jul 2020 (10 months)

Managed incident communications and ensured effective handling of network incidents within SLAs. Produced daily/weekly/monthly SLA tracking reports and supported UNIX/TCP/IP environments to investigate failures and close incident tickets.

Incident Management SLA Unix Administration TCP IP

Data Analyst

Society for Family Health Nigeria

Feb 2017 - Dec 2018 (1 year 10 months)

Conducted research, data entry, and event capture on DHIS2 and SPSS, producing statistical reports on health improvement indicators. Performed quarterly Data Quality Assessments (DQA) and LMIS analysis to maintain database integrity.

DHIS2 SPSS Data Entry Data Quality LMIS Analysis Reporting Data Research Support

Installation Officer

C&I Leasing Plc

Oct 2013 - Feb 2014 (4 months)

Installed and maintained 200+ vehicle tracking units across 20+ states for fleet management systems. Performed diagnostics, troubleshooting, and fault escalation to support telematics operations.

Telematics Diagnostics Troubleshooting Fleet Management