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nyeba oscar

@nyebaoscar

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Product Support Engineer with 5+ years in B2B SaaS delivering technical customer success.

Uganda

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What I'm looking for

I seek a customer-focused technical role where I can solve complex product issues, collaborate cross-functionally, drive process improvements, and grow in cloud/DevOps capabilities.

I am a Product Support Engineer with over five years of experience in B2B SaaS and enterprise environments, skilled at troubleshooting APIs, email platforms, integrations, and cloud tooling. I collaborate closely with engineering, product, and QA to resolve complex issues, improve product quality, and create scalable documentation that reduces repeat queries and supports product adoption.

I have led migrations to cloud infrastructure, built analytics dashboards that informed revenue-driving decisions, and maintained high SLA compliance while managing 100+ monthly tickets. I bring a customer-first mindset, hands-on technical skills across monitoring and API tooling, and a track record of process improvements that increase satisfaction and reduce costs.

Experience

Work history, roles, and key accomplishments

Current

Product Support Engineer

Current

Safeboda

Sep 2023 - Present (2 years 1 month)

Provide L2 technical support for B2B SaaS customers, maintaining >95% SLA compliance on 100+ monthly tickets and collaborating with Engineering and Product to prioritize defects and improvements. Developed FAQs and documentation that reduced repeat queries by 25% and participate in regression testing and release validation.

Zendesk Jira Slack Customer Onboarding Escalation Management Regression Testing

Senior Customer Support Analyst

Mobile Datalabs

Jan 2019 - Aug 2023 (4 years 7 months)

Led migrations of legacy systems to cloud infrastructure, cutting maintenance costs by 20% and partnered with stakeholders to improve CRM/ERP systems, increasing customer satisfaction by 20% and reducing response times by 30%. Built analytics dashboards that supported data-driven decisions contributing to a 25% revenue increase.

CRM Cloud Migration Data Analytics Dashboarding Stakeholder Management Customer Advocacy Process Improvement SQL

System Support Specialist

Mobile Datalabs

Jan 2018 - Dec 2019 (1 year 11 months)

Delivered Tier 1 and Tier 2 support resolving 50+ weekly tickets with a 95% satisfaction rate and documented workflows that reduced duplicate tickets by 30%. Assisted in user configuration, email integrations, and QA testing to ensure stable rollouts.