Open to opportunities

Mohamed Masales

@mohamedmasales

Experienced Technical Support Engineer transitioning into software engineering, skilled in debugging and API troubleshooting.

United States

Message

What I'm looking for

I seek collaborative, product-focused teams where I can leverage deep debugging and API expertise, mentor peers, work closely with engineering, and transition into software engineering with clear growth and impact opportunities.

I am a Technical Support Engineer with 11 years of experience debugging, troubleshooting, and optimizing digital platforms.

I am proficient with MySQL, PostgreSQL and MongoDB, and I routinely diagnose REST API issues using tools like Postman and Splunk while leveraging Salesforce, DevTools, and Jira for investigation.

In my current role I manage production bugs, lead a small offshore support team, assisted with an Akamai-to-Cloudflare migration, and oversee payment gateway integrations including Adyen, Cybersource, and PayPal while improving monitoring and post-deployment support.

I mentor support engineers, contribute to internal knowledge bases, and deliver measurable results — including 95%+ customer satisfaction at Roostify and a 20% reduction in client onboarding time — as I transition into software engineering to drive high-impact development work.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Manager

Current

MCM Worldwide

Mar 2021 - Present (4 years 6 months)

Oversee production bugs and story defects across North America and EMEA, ensuring resolution within SLA and improving site monitoring with Salesforce and Splunk alerts. Managed offshore support engineers, led post-deployment support for Akamai-to-Cloudflare migration, and owned payment gateway integrations and vendor contract lifecycle.

Splunk Salesforce Postman)Cloudflare Akamai Payment Gateways Vendor Management Team Leadership

Level 2 Technical Support Engineer

Roostify

Sep 2019 - Mar 2021 (1 year 6 months)

Resolved enterprise technical issues, achieving a 95%+ customer satisfaction score and partnering with engineering to strengthen API support and reduce time-to-value for new clients by 20%. Improved incident response by documenting reproduction steps in Jira and using Splunk and Postman to accelerate root-cause analysis.

Splunk Postman)Jira Customer Support Onboarding SLA Management Incident Response

Customer Success Specialist

Bitly

Sep 2018 - Sep 2019 (1 year)

Supported enterprise clients across tiers via email, chat, and phone while collaborating with engineering and product teams to troubleshoot bugs and improve the Help Center. Created training videos and maintained Salesforce records to support onboarding and SLA reporting.

Customer Success Onboarding Salesforce Training Troubleshooting Help Center Cross Functional Collaboration

Technical Support Specialist

Peloton

Mar 2016 - Sep 2018 (2 years 6 months)

Delivered hardware and software support via email, chat, and phone, handled complex escalations, and improved support workflows by maintaining macros and logging recurring product issues to inform engineering priorities. Contributed to improved team performance metrics and customer sentiment.

Hardware Software support Escalation Management Troubleshooting Macros Customization Issue Tracking

Customer Care Advisor

Squarespace

Jun 2014 - Mar 2016 (1 year 9 months)

Handled incoming customer inquiries via Desk.com and live chat, achieving a 94% satisfaction rating and processing ~15 tickets per hour while updating FAQs and producing video tutorials to reduce repeat support requests.

Desk.com Live Chat Knowledge Base Tutorials Customer Support Troubleshooting