Joshua Omereonye
@joshuaomereonye
Technical Support Engineer specializing in complex SaaS escalations and RCA.
NigeriaWhat I'm looking for
I’m a Technical Support Engineer with 5+ years of B2B SaaS support experience owning complex escalations end-to-end—from first investigation through customer closure.
I resolve REST API, integration, and authentication issues with strong debugging instincts across SSO/SAML/OAuth flows, including troubleshooting identity configuration problems across Azure AD/Entra ID and Okta. I maintain 96%+ CSAT by driving clear, proactive customer communication during high-severity events.
I’m hands-on with Python scripting for debugging automation and lightweight fixes, and I use SQL for investigation and platform behavior validation. I document structured RCAs and write fully reproducible bug reports for Engineering to speed up follow-through on confirmed defects.
I also treat every escalation as a retention event, not just a ticket—identifying recurring patterns, turning them into runbooks, and using AI tools (Claude, Cursor, Copilot) to build triage and debugging workflows. Through volunteering as a Remote IT Project Manager, I’ve coordinated distributed delivery milestones and escalation paths with structured documentation and stakeholder communication.
Experience
Work history, roles, and key accomplishments
Remote Technical Support Engineer
Dexterity Speed Computers
Nov 2025 - Present (7 months)
Owned complex L2 SaaS escalations end-to-end, independently resolving most issues before engaging Engineering, while maintaining 96%+ CSAT. Led high-severity incident response with structured RCA and customer communication, debugging REST API/integration failures and SSO (SAML/OAuth) across Okta and Azure AD, plus building Python/SQL triage automation using Claude/Cursor.
Hybrid IT Support Specialist
Golden Tulip
Apr 2021 - Jan 2025 (3 years 9 months)
Provided B2B technical support in a multi-department enterprise environment, maintaining 96%+ CSAT by owning escalations, communicating proactively, and treating interactions as retention events. Diagnosed REST API connectivity and SSO misconfigurations (Okta SAML/OIDC), wrote SQL investigations and structured RCAs/runbooks, and automated support workflows with Python/Bash to reduce processing ove
IT Project Manager (Volunteer)
Recycle World Initiative
Jan 2019 - Jan 2021 (2 years)
Coordinated remote volunteer IT project work by managing workflows, escalation paths, and delivery milestones. Maintained structured documentation and clear stakeholder communication across the distributed team.
Education
Degrees, certifications, and relevant coursework
Microsoft
Microsoft 365 Administrator (MS-102), Microsoft 365 Administration
In progress toward Microsoft 365 Administrator certification (MS-102).
Cisco
Cisco Certified Network Associate (CCNA), Networking
In progress toward Cisco CCNA certification.
University of Lagos
Bachelor of Science, Geography and Planning (GIS)
Earned a Bachelor of Science in Geography and Planning with a GIS specialization from the University of Lagos.
Google IT Support Professional Certificate, IT Support
Completed the Google IT Support Professional Certificate to build practical IT support skills.
Google Project Management Fundamentals, Project Management
Completed Google Project Management Fundamentals coursework to strengthen project management foundations.
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
Interested in hiring Joshua?
You can contact Joshua and 90k+ other talented remote workers on Himalayas.
Message JoshuaFind your dream job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
