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Muhammad Faizan

@muhammadfaizan18

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QA Engineer and Technical Support Specialist improving SaaS quality with automation, AI QA, and faster releases.

Zimbabwe

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What I'm looking for

I’m looking for a fast-paced product team where I can own QA automation and quality intelligence, collaborate closely with engineering, and improve release reliability through strong testing, clear Jira workflows, and measurable defect reduction.

I’m a result-driven QA Engineer & Technical Support Specialist with 3+ years of experience in SaaS product testing, automation, and AI-driven quality workflows. I focus on functional, regression, and API testing, and I’ve driven measurable outcomes like reducing defect leakage by 35% and accelerating release cycles by 20% through continuous testing and feedback loops.

Most recently, as a Compass Team Lead, I lead and scale support operations—owning escalation management, KPIs, SLA adherence, and weekly stakeholder updates—while coaching teams to improve performance and resolution efficiency. Previously, as a Product Support Engineer and QA Engineer, I implemented backend fixes, reduced incident resolution time by 30%, designed 200+ automated/manual test cases (identifying 120+ critical bugs), and improved Jira workflows to cut QA-to-dev resolution time by 35%, partnering closely with product and engineering to deliver high-quality user experiences.

Experience

Work history, roles, and key accomplishments

Current

Compass Team Lead

Current

Ibex Ltd

Dec 2025 - Present (6 months)

Led and scaled a team of Product Support Specialists, managing daily operations, KPI performance, and SLA adherence. Owned escalations and coached associates through structured feedback, documentation, and performance reviews to improve resolution efficiency and team productivity.

Customer Support Leadership SaaS Support Escalation Management SLA Management KPI Tracking Jira

Tier 2 Subject Matter Expert

Ibex Ltd

Feb 2025 - Nov 2025 (9 months)

Provided guidance and training to associates on SaaS platform features, improving team competency and alignment with product goals. Reduced ticket reassignment rates by 40% by enforcing QA protocols and approved hand-offs, while managing escalations and daily ticket resolution to maintain SLA compliance.

Technical Support SLA Documentation Jira

Product Support Engineer

Ibex Ltd

Jan 2024 - Feb 2025 (1 year 1 month)

Delivered Tier 1 product support to real estate agents and supported educational resources for using the Compass Platform. Collaborated with engineering teams to implement backend fixes, decreasing incident resolution time by 30%, and documented 20+ solutions to improve onboarding efficiency by 40%.

Tier 1 Support Incident Management Backend Fix Coordination Documentation SaaS Support

QA Engineer

Pattern

Sep 2022 - Jan 2024 (1 year 4 months)

Designed and executed 200+ automated and manual test cases using Selenium and Python, identifying 120+ critical bugs. Reduced release cycle time by 20% through continuous testing and CI/CD feedback loops, and improved QA-to-dev resolution time by 35% by enhancing Jira workflows.

Selenium Python API Testing Regression Testing Test Automation CI CD Feedback