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Kayode Akintade

@kayodeakintade2

Senior product support specialist improving healthcare payment integrity through API troubleshooting and root-cause resolution.

United States

Message

What I'm looking for

I’m looking for a product-support role where I can partner with Engineering and Product teams, troubleshoot API and healthcare/insurance systems end to end, and continuously improve reliability through clear documentation, runbooks, and root-cause driven fixes.

I’m a dedicated Product Support and Customer Support professional with over 8 years of experience across healthcare, insurance, and customer-focused environments. I investigate and resolve complex customer issues, support business-critical applications, and collaborate cross-functionally to deliver timely, customer-centered solutions.

In my current role, I serve as the senior escalation point for Tier 2-3 technical issues across payment integrity platforms, claims pricing engines, and provider/payer portals. I use SQL analysis, API troubleshooting (including Postman/monitoring/JSON inspection), and JIRA-driven severity classification to improve pricing accuracy, reduce resolution time, and build runbooks/knowledge bases that reduce repeat tickets.

Experience

Work history, roles, and key accomplishments

Current

Senior Product Support Specialist

Current

Zelis Health

Mar 2022 - Present (4 years 4 months)

Resolved Tier 2–3 technical escalations across Zelis payment integrity and claims pricing platforms, including API integration failures, SSO/SAML and MFA issues, and provider/payer portal access problems. Performed SQL-based troubleshooting to validate claims pricing logic and business anomalies, and contributed to knowledge base/runbook improvements and post-incident reviews.

Product Support Analyst

Alleva

Jan 2019 - Mar 2022 (3 years 2 months)

Provided Tier 1–2 product support for Alleva’s healthcare technology SaaS platforms, supporting health plans, pharmacy networks, and healthcare providers. Handled training, onboarding, log analysis, incident troubleshooting, and supported integrations including EMR/EHR systems and HL7/FHIR interfaces.