Ugwueze Francis

I’m a customer-focused Technical Customer Support Engineer and Cloud Support Engineer, driven by a passion for helping users succeed with cloud-based products. I bring 3 years of experience troubleshooting AWS environments, analyzing logs, resolving application issues, and guiding customers with practical technical direction.

My day-to-day strength is hands-on AWS support—working across EC2, S3, IAM, VPC, and CloudWatch to diagnose problems, investigate root causes, and keep solutions moving. I also focus on translating complex technical concepts into clear guidance customers can act on.

I’m equally focused on customer success and operational excellence. I handle customer onboarding, training, technical account management, and cross-functional collaboration with product and development teams, while managing multiple requests and priorities in fast-paced environments. I maintain high satisfaction by monitoring and responding to tickets to meet SLAs, documenting interactions in CRM/ticketing tools, building knowledge base articles, and feeding recurring issues back to product teams.

I leverage customer relationship management and support tooling daily—Zendesk, Intercom, HubSpot, and more—to optimize workflows and improve long-term retention and growth. With a background spanning customer support, product ownership, and DevOps/quality efforts, I also use AI tools and techniques to refine decision-making, elevate customer experience, and boost team productivity.