Open to opportunities

Fehman Ali

@fehmanali

Message

Customer-focused application support engineer driving reliable SaaS platform performance and user satisfaction.

India

Message

What I'm looking for

I seek a customer-focused technical support role where I can resolve complex platform issues, collaborate with product teams, and drive improved reliability and user satisfaction.

I am an application and product support professional with experience supporting SaaS platforms and financial software for global users. I diagnose complex platform and data issues, minimize downtime with analytical troubleshooting, and collaborate closely with development and QA teams to resolve critical bugs.

I have delivered technical support for QuickBooks Online and Desktop, managing 15–20 tickets daily and resolving 350+ monthly issues within SLA, while maintaining 95%+ SLA compliance and improving CSAT through clear communication and proactive follow-up.

I produce performance and issue reports to guide product prioritization, participate in knowledge sharing and training, and maintain strong documentation and workflow practices to improve team productivity and platform stability.

Experience

Work history, roles, and key accomplishments

Application Support Engineer

The Motley Fool | Flatworld Solutions

Oct 2023 - Oct 2025 (2 years)

Provided end-to-end application and platform support for The Motley Fool stock market platform, diagnosing and resolving data feed, login, session, and backend discrepancies to maintain platform stability and high data accuracy.

Application Support Slack Ticketing Systems SLA Management

Product Support Analyst

Intuit (QuickBooks)

Mar 2022 - Sep 2023 (1 year 6 months)

Delivered technical and functional support for QuickBooks Online and Desktop, resolving 15–20 tickets daily (350+ monthly) within SLAs and improving CSAT through clear communication and proactive follow-ups.

Quickbooks Ticketing Systems SLA Subscription Management

Quality Analyst

Taurus BPO Services India LLP

Aug 2021 - Feb 2022 (6 months)

Monitored call quality and CRM workflow compliance for insurance clients, auditing recordings and CRM updates to identify data errors and process deviations, and produced dashboards and reports to drive operational improvements.

Quality Assurance Dashboard And Reports Process Improvement Compliance