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Saima Majeed

@saimamajeed

I lead technical support teams resolving supplier API integrations, production incidents, and onboarding challenges.

At Nivoda, I lead six Technical Support Engineers supporting supplier APIs, integrations, inventory synchronization, media, certificates, and platform issues. I manage escalations, SLA performance, coaching, workload distribution, and team development.

I've completed 100+ HOLD API supplier integrations and improved supplier onboarding time by 40% through API integration optimization. Using automation and Claude-assisted workflows, I reduced manual support tickets by 30%.

Previously at Elfo Software Solutions, I provided L1/L2 application support, handled production troubleshooting and incident RCA, and built the JKPWDOMS workflow portal. I create SOPs and knowledge-base documentation that improve troubleshooting consistency and reduce repeat tickets.

Experience

Work history, roles, and key accomplishments

Current

Team Lead – Technical Support Engineering

Current

Nivoda LLP

Jan 2026 - Present (8 months)

Lead a team of 6 Technical Support Engineers, managing workload distribution, escalations, SLA performance, coaching, and team development. Drive RCA and resolution of complex technical issues in collaboration with Engineering, Product, QA, and Support teams.

Technical Support Team Leadership SLA Management Escalation Management Incident Management Root Cause Analysis REST APIs Postman SQL JavaScript Jira Datadog SigNoz SOP流程设计 Knowledge Base Process Improvement Automation AI Assisted Workflows

Senior Support Engineer

Nivoda LLP

May 2023 - Dec 2025 (2 years 7 months)

Resolved complex supplier API, authentication, synchronization, pricing, inventory, and media issues using Postman, SQL, Datadog, and Node.js. Completed 100+ HOLD API supplier integrations and supported end-to-end supplier onboarding through inventory go-live.

API Integration REST APIs Postman SQL Datadog Node Supplier Onboarding Escalation Management Root Cause Analysis SOP流程设计 Knowledge Base

Application Support Engineer

Elfo Software Solutions

Aug 2019 - May 2023 (3 years 9 months)

Provided L1/L2 application support for enterprise clients, including production troubleshooting, deployments, and incident RCA. Developed the JKPWDOMS workflow portal and supported customer onboarding and product training.

Application Support Production Troubleshooting Incident Management Root Cause Analysis Customer Onboarding Product Training Knowledge Base