Mohisin Mohammad

I’m a Tier 2 technical support professional with 7+ years owning escalated, technically complex tickets end-to-end for a high-volume SaaS platform. I diagnose root cause through logs and API investigation, manage SLA-driven ticket queues, and keep CSAT strong under pressure.

In my current role as Senior Technical Product Specialist, I serve as the primary escalation point for high-priority issues, taking full ownership from investigation through resolution. I use SQL analysis, log investigation, and API-level debugging to resolve advanced production problems like API failures, service errors, and data inconsistencies.

I also mentor junior (L1) support staff by leading ticket reviews, escalation guidance, and documentation. I’ve mentored a team of 10 support professionals, and I collaborate cross-functionally with Engineering and QA/Product to close recurring friction points.

What I value most is balancing high ticket volume with the technical depth required to fully resolve issues, not just triage. I’m especially clear about my strength being application/product-level support (SQL, logs, API debugging) rather than infrastructure/networking or identity-provider troubleshooting.