Onyero Frank

I’m a Technical Support Engineer with 4+ years of experience supporting enterprise SaaS applications, cloud technologies, and business-critical platforms. I focus on troubleshooting application, integration, authentication, and SaaS configuration issues while working closely with Engineering to investigate, reproduce, and resolve customer-reported problems.

In my current role, I deliver advanced support for Microsoft Dynamics 365 Finance & Operations and a cloud-based enterprise SaaS platform serving global customers. I investigate, reproduce, and resolve complex issues across integrations, workflows, authentication, configuration, security, and application performance—while meeting SLA commitments and communicating clearly with customers.

I also drive support effectiveness through root cause analysis, incident management, technical documentation, and knowledge base creation. I’ve consistently exceeded customer satisfaction and SLA targets, reduced repeat incidents by improving documentation, and partnered cross-functionally to identify recurring defects and strengthen product supportability.