Ibrahim Abu Mansour
@ibrahimabumansour
I resolve complex SaaS escalations, diagnose integrations, and turn customer issues into actionable engineering fixes.
Palestine, State ofWhat I'm looking for
At Freightos, I serve as the L2 escalation owner for Horizon and Air eBooking across air and ocean SaaS platforms, supporting enterprise freight forwarders and carriers.
I manage about 900 escalated cases each year across eight product areas, maintain a 5/5 customer satisfaction rating, and file detailed Jira defect and enhancement tickets. I reproduce issues, analyze system and product data, isolate root causes, and provide documented resolutions.
I diagnose API and integration failures affecting carrier connectivity, rate feeds, and booking workflows, partnering with SRE and Engineering during live incidents. I also perform UAT before releases and create knowledge base articles, troubleshooting guides, and release notes.
Previously, as a Technical Account Manager at Freightos, I automated freight-data ingestion with Python and translated customer requirements into actionable specifications. My background also includes operations and technical engineering, logistics, customer care, and engineering education.
Experience
Work history, roles, and key accomplishments
Acted as primary technical point of contact for Horizon and Air eBooking product line, managing escalated cases and maintaining a 5/5 customer satisfaction rating. Authored documentation, performed root-cause analysis, and collaborated with engineering teams.
Served as primary technical point of contact for enterprise client accounts, overseeing data quality and technical issue coordination. Translated customer requirements into specifications and developed Python automation scripts for data ingestion.
Engineering Teacher
Department of Education & Knowledge
Dec 2018 - Jan 2019 (1 month)
Delivered engineering-focused educational activities for Community School students during a seven-week Winter Camp program.
Troubleshot and maintained field service equipment, performing root-cause diagnosis, preventive maintenance, and corrective actions. Applied quality control tools and data analysis to improve operations.
Logistics & Supply Chain Officer
The Arab Palestinian Shopping Centers
Jul 2016 - Mar 2017 (8 months)
Coordinated end-to-end movement of goods across suppliers, warehouses, and retail locations, managing inventory control and resolving supply chain disruptions.
Customer Care Call Agent
Reach
Feb 2016 - Jun 2016 (4 months)
Handled inbound customer inquiries through CRM systems, documenting interactions, resolving service issues, and ensuring timely follow-up.
Education
Degrees, certifications, and relevant coursework
An-Najah National University
Master of Science, Artificial Intelligence
2024 -
Pursuing a Master of Science in Artificial Intelligence, expected to complete in the future.
An-Najah National University
Bachelor of Science, Industrial & Systems Engineering
2011 - 2016
Earned a Bachelor of Science in Industrial & Systems Engineering from An-Najah National University.
Tech stack
Software and tools used professionally
Availability
Location
Palestine, State ofAuthorized to work in
Salary expectations
Job categories
Skills
Interested in hiring Ibrahim?
You can contact Ibrahim and 90k+ other talented remote workers on Himalayas.
Message IbrahimGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
