Open to opportunities

Sohaib Mohammad

@sohaibmohammad

Message

Technical Support Specialist who leads Tier 1–2 SaaS/IoT support and improves CSAT.

Egypt

Message

What I'm looking for

I’m looking for a remote-ready technical support role where I can own Tier 2 escalations, drive Jira/Salesforce workflows, and improve CSAT—ideally in SaaS or IoT environments with real escalation ownership.

I’m a Technical Support professional with 3+ years of customer-facing experience across enterprise SaaS support and remote delivery, with strong Tier 2 confidence from a background in embedded systems and API debugging. I’ve handled escalation triage for authentication failures (including Microsoft Authenticator failures), multi-region connectivity faults, and firmware/hardware-software integration issues through Jira-driven workflows.

I’m also built for results and team impact: at NEXperience, I was promoted to Team Leader within 3 months and helped coach and monitor a 15-member international support team using Genesys and Salesforce. I’ve delivered consistently high CSAT—earning 3rd place globally—and I’m comfortable documenting known issues to reduce repeat escalations while keeping SLA adherence under peak load.

Experience

Work history, roles, and key accomplishments

Freelance Web Designer

Mostaql

Jan 2022 - Jan 2025 (3 years)

Delivered 30+ web projects for international clients over 3 years with a 4.9/5 average rating, managing async scoping, revisions, and post-launch support with zero attendance required.

Web Design JavaScript Client Communication Project Scoping Revision Management