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Maron El-Khouri

@maronel-khouri

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Support Engineer specializing in technical troubleshooting, customer communication, and incident leadership.

United States

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What I'm looking for

I seek customer-focused technical roles where I can lead incident response, improve support processes, and collaborate with engineers to resolve complex issues while maintaining high customer satisfaction.

I am a Support Engineer who bridges technology and users through analytical problem solving and clear communication. I have a strong track record in cloud-native and API-driven environments, troubleshooting via tools like Datadog, LogDNA, Kibana, Postico, and Postman while escalating and validating fixes with engineering teams.

I've led incident response during outages, managed issue backlogs and inboxes, and produced technical and operational documentation to improve processes and SLAs. At previous roles I prioritized high-impact fixes for high-value customers and identified critical bugs that improved customer satisfaction metrics.

My background spans customer-facing support, customer success, and account management across education, fintech, and enterprise SaaS. I bring a positive, collaborative attitude, consistent high customer satisfaction, and experience coordinating cross-functional teams to resolve complex technical issues.

Experience

Work history, roles, and key accomplishments

Customer Support Engineer

Disco

Jan 2024 - Jan 2025 (1 year)

Triage and troubleshoot escalated bugs, lead incident response during outages, and prioritize high-impact fixes and product improvements for high-value customers while maintaining technical and operational documentation.

Incident Management Troubleshooting SLA Management Technical Documentation Escalations Prioritization

Technical Support Engineer

Mantl

Jan 2023 - Jan 2024 (1 year)

Diagnosed and resolved complex issues in cloud-native environments using LogDNA and Datadog, performed PostgreSQL investigations and API troubleshooting to restore customer services.

LogDNA Datadog PostgreSQL Postico REST APIs Postman Root Cause Analysis

Technical Support Engineer

Plaid

Jan 2021 - Jan 2022 (1 year)

Supported developer and financial app customers on Plaid’s API via Zendesk, created Jira tickets and analyzed Kibana logs to identify and resolve production issues, improving support accuracy and CSAT processes.

Plaid API Zendesk Jira Kibana Log Analysis Customer Support CSAT

Technical Customer Support

Clever, Inc.

Jan 2019 - Jan 2021 (2 years)

Supported district tech admins across 60% of U.S. K-12 districts via phone and Zendesk, maintained a 100% customer satisfaction rate and implemented specialized support for high-stakes enterprise customers.

Zendesk Phone Support Enterprise Support Customer Satisfaction Escalation Management Training

Customer Success Manager

Big Universe, Inc.

Jan 2016 - Jan 2018 (2 years)

Managed account setup and support for ~2,000 schools (1M+ users), delivered live training webinars, oversaw renewals and vendor communications, and increased renewal rates from ~80% to 90%+.

Account Management Customer Training Renewals Vendor Management Onboarding Product Feedback & Customer Success

Customer Sales and Service Rep

Virginia Community Capital

Jan 2012 - Jan 2015 (3 years)

Opened and serviced over $6M in deposits across customers, acted as IT liaison, managed digital communications for the 'Virginia Saves' program, and supported branch operations and security monitoring.

Deposits Customer Service Liaison Social Media Branch Operations Security Monitoring Reporting

Media Consultant

SuperMedia, LLC.

Jan 2010 - Jan 2012 (2 years)

Drove revenue growth in online advertising for existing accounts, ranked top associate for 2011 and created print ads leveraging graphics resources and QR code innovations.

Account Management Print Ads Revenue Growth Client Relations Sales Strategy

Sales and Marketing Manager

Mobile Streams, Inc.

Jan 2010 - Dec 2010 (11 months)

Launched an exclusive carrier relationship and top-selling ringtone, and reduced direct-to-consumer operating costs by over $1,000 per month.

Partnership Development Product Launch Marketing Sales Management Carrier Relations

Project Manager

Drum Bum, Inc.

Jan 2009 - Dec 2009 (11 months)

Managed the launch of a new retail line and web portals, executing marketing via Twitter, WordPress blogs, and user forums to drive product awareness.

Project Management Product Launch Web Portals Social Media Marketing WordPress Community Engagement