Looking for a job

Moses Salomon

@mosessalomon

Message

I resolve complex fintech incidents and build support systems that prevent repeat issues.

Zimbabwe

Message

What I'm looking for

I'm looking for senior technical support and escalation work in SaaS or mission-driven technology, where I can apply incident management, technical analysis, root cause analysis, and service ownership to improve the product and prevent repeat issues.

At Options Technology, I support Tier-1 financial firms including Schwab, Wells Fargo, and Fidelity, resolving 150+ incidents each week while maintaining 90%+ SLA attainment against a 10-minute response target.

I've raised first-contact resolution from 20% to 58% by creating runbooks and FAQs for recurring issues. I also reduced endpoint connectivity tickets by 22% through log-based root cause analysis and permanent fixes.

I work where support meets engineering: troubleshooting REST APIs and JSON, owning complex incident lifecycles, coordinating escalations, and documenting fixes that help teams resolve issues faster. I'm focused on senior technical support and escalation roles in SaaS and mission-driven tech, where support is treated as part of the product.

Experience

Work history, roles, and key accomplishments

Current

Senior Support Engineer

Current

Options Technology

Apr 2008 - Present (18 years 4 months)

-Resolve 150+ incidents per week for Tier-1 financial firms including Schwab, Wells Fargo, and Fidelity, holding 90%+ SLA attainment against a 10-minute response target.

-Raised first-contact resolution from 20% to 58% by writing the runbooks and FAQs that let the wider team resolve recurring issues without escalation.

-Cut recurring endpoint connectivity tickets by 22% through log-based root