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Najam-ul Ashraf

@najamalashraf

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Senior Technical Support Engineer at Phenom

India

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What I'm looking for

Sr. Technical Support, Application Support, Product Support.

At Phenom, I resolve complex customer cases across SaaS product environments, using troubleshooting, debugging, and root-cause analysis to meet SLA expectations and support high CSAT.

I support implementations by setting up test environments, executing test scripts, and analyzing results. I also work with Engineering to document product defects and drive timely resolution.

At Thomson Reuters, I worked in a live production database environment with SQL, ETL workflows, and XML configuration. I investigated incidents using Kibana and documented root-cause analysis.

Earlier, I investigated seller accounts for fraud and order defects at Amazon Inc, and provided technical support for Samsung appliances at InTouchCX. I’ve also created support knowledge base articles and mentored junior engineers.

Experience

Work history, roles, and key accomplishments

Current

Sr. Technical Support Engineer

Current

Phenom

Jan 2024 - Present (2 years 9 months)

Managed and resolved complex customer cases end-to-end, performing in-depth troubleshooting, debugging, and root-cause analysis across SaaS product environments. Collaborated with Engineering teams to document product defects and drive timely resolution, while mentoring junior engineers and improving support processes.

SaaS Support Troubleshooting Debugging Root Cause Analysis Test Scripts Knowledge Base Mentorship Process Improvement

Application Support / Customer Technologist

Thomson Reuters

Aug 2022 - Nov 2023 (1 year 3 months)

Worked in a live production database environment with SQL, ETL workflows, and XML configuration, ensuring data integrity across critical systems. Monitored and resolved Priority/Severity 1/2/3 incidents with detailed RCA documentation, leveraging Kibana for log analysis.

SQL ETL XML Azure Kibana Incident Management RCA SSO VPN

Transaction Risk Investigator

Amazon Inc

Mar 2019 - Jan 2022 (2 years 10 months)

Investigated seller accounts for fraud, counterfeiting, and order defects, executing proactive and reactive enforcement actions per established SOPs. Ensured platform security by identifying and actioning high-risk sellers to protect customer trust at scale.

Fraud Analysis Investigation Enforcement SOPs Case Documentation Process Improvement

E-Support Officer

InTouchCX

Sep 2017 - Jan 2019 (1 year 4 months)

Provided international technical support for Samsung appliances, resolving complex customer issues while maintaining low AHT and high CSAT scores. Developed strong customer communication and issue-tracking skills across a high-volume support environment.

Technical Support Client Communication Issue Tracking AHT CSAT