Sarah Osama Ali
@sarahosamaali
Technical Support Manager driving customer success, process improvement, and cross-border team growth.
EgyptWhat I'm looking for
I am a Technical Support Manager with progressive experience leading multi-country support teams, improving processes, and resolving high‑impact escalations. I thrive on coaching teams, restoring failed services swiftly, and turning incidents into opportunities for improvement.
Across roles in Luxembourg, the USA, the UK and Egypt, I have led support operations, participated in sprint planning, groomed bugs with development, and ensured information security for business applications. I regularly engage with high‑profile customers on weekly and biweekly calls and use operational data to make informed decisions and drive quality standards.
I bring strong customer empathy, patience under pressure, and a collaborative leadership style—paired with skills in SQL, JSON/XML parsing, Agile practices, ITIL and SLA management—to deliver reliable support and continuous improvement.
Experience
Work history, roles, and key accomplishments
Technical Support Manager
Wordbee
Jun 2018 - Present (7 years 3 months)
Led and developed a multi-country support team (Egypt, Poland, Vietnam), designed incident restoration procedures to minimize business impact, and managed escalations and SLA/contract amendments to improve processes.
Technical Support Analyst
Upland
Nov 2016 - Jun 2018 (1 year 7 months)
Worked the end-user ticket queue resolving technical and billing issues, coordinated cloud ops and client calls for SSO/SSL and infrastructure problems, and validated fixes post-deployment.
Technical Support Specialist
Sykes
Oct 2015 - Nov 2016 (1 year 1 month)
Handled inbound client device and software queries, escalated issues to L2 and other teams, managed campaign routing and social media inquiries, and participated in weekly cross-team calls.
Call Center Agent
Vodafone
May 2015 - Oct 2015 (5 months)
Answered inbound and outbound calls and emails, handled billing and repair referrals, and followed up on existing tickets to resolve customer issues.
Education
Degrees, certifications, and relevant coursework
HUHelwan University
Master's Degree, Tourism Services
2015 - 2017
Completed a master's program focused on Tourism Services from 2015 to 2017.
HUHelwan University
Bachelor's Degree, Tourism Studies and Hotel Management
2011 - 2015
Completed undergraduate studies in Tourism Studies and Hotel Management from 2011 to 2015.
Availability
Location
EgyptAuthorized to work in
Job categories
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