Ifeoluwa Odeniran
@ifeoluwaodeniran
Tier 2 technical support engineer specializing in REST APIs, OAuth, and fintech payment systems.
NigeriaWhat I'm looking for
I’m a Technical Support Engineer with 9+ years of escalated Tier 2 experience across enterprise SaaS, REST APIs, fintech payment systems, and cloud-hosted platforms. I’m KCS Certified and GitHub Certified (Administration & Copilot), and I hold Microsoft Azure Fundamentals certification.
I debug REST API integrations, OAuth/authentication failures, webhook configurations, and system-level issues—then turn that work into clear, developer-friendly explanations. I own high-urgency incidents end-to-end with full accountability, reproducing problems, isolating root causes, and delivering structured escalation reports with expected vs. actual behavior and workarounds.
I build knowledge that reduces dependency: troubleshooting guides, runbooks, internal & customer-facing articles, and escalation templates. Partnering with Product and Engineering, I surface developer pain points, contribute to contact rate reduction initiatives, and ensure escalation workflows stay SLA-governed and effective.
My work spans GitHub premium support, payment and transaction APIs with strict banking SLAs, enterprise monitoring support with deep log analysis, and technical account ownership for B2B platforms. I’m comfortable operating in early-stage environments where tooling, process, and documentation are still being built—and I bring clarity, structure, and follow-through to every engagement.
Experience
Work history, roles, and key accomplishments
Provided Tier 2 escalated technical support for enterprise/premium customers across SaaS and cloud-hosted environments, handling ~60 complex cases monthly. Debugged REST API integrations, OAuth authentication failures, and webhook configurations, and owned high-urgency cases end-to-end within SLA-governed workflows while building knowledge base and runbooks.
Senior Technical Support Engineer
ETranzact International
Nov 2022 - Aug 2023 (9 months)
Supported high-volume financial transaction APIs and payment systems processing real-time data, maintaining 99%+ uptime under strict banking SLAs. Conducted root cause analysis for payment incidents, managed third-party API integrations, and advised banks and enterprise merchants with end-to-end resolution and escalation communication.
Delivered Tier 2 escalated support for the enterprise monitoring platform SiteScope, debugging infrastructure and application performance issues using deep log analysis and metric correlation. Partnered with R&D to produce reproducible bug reports and drive product-level fixes while maintaining SLA compliance across concurrent cases.
Managed a portfolio of B2B enterprise clients as the primary post-sales technical relationship owner, leading onboarding and API-based platform integrations for new accounts. Monitored account health and performance metrics, proactively identified risks, and collaborated with Sales and Product to drive adoption, reduce churn, and improve retention.
Education
Degrees, certifications, and relevant coursework
National Open University of Nigeria
Master of Science, Information Technology
2022 - 2023
Completed an MSc in Information Technology at the National Open University of Nigeria from 2022 to 2023.
Covenant University
Bachelor of Science, Computer Science
2009 - 2013
Completed a BSc in Computer Science at Covenant University from 2009 to 2013.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
ZimbabweJob categories
Skills
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