Open to opportunities

Usama Shah

@usamashah

Message

I resolve enterprise SaaS, billing, API, and integration issues for customers using business-critical platforms.

Canada

Message

What I'm looking for

I'm looking to support business-critical SaaS products where I can troubleshoot complex APIs, integrations, billing, and database issues while partnering with Engineering, Product, and QA to improve customer outcomes.

At Clio, I provide front-line and escalated support for a cloud-based legal practice management, billing, and document automation platform, maintaining 95%+ customer satisfaction. I troubleshoot case management, trust accounting, e-filing, and integrations across web and mobile applications.

Previously at Recurly, I supported enterprise subscription-billing customers with billing cycles, invoicing, dunning, payment gateways, REST APIs, and SQL-based investigations. At AlayaCare, I helped home healthcare agencies resolve issues across scheduling, clinical documentation, billing, telehealth, and data synchronization systems.

I'm focused on finding root causes, meeting SLA targets, and partnering with Engineering, Product, and QA to improve platform stability, support processes, and customer adoption.

Experience

Work history, roles, and key accomplishments

Current

Application Support Engineer

Current

Clio

May 2024 - Present (2 years 3 months)

Provide front-line and escalated technical support to law firm clients using Clio's cloud-based practice management, billing, and document automation platform, maintaining a 95%+ customer satisfaction (CSAT) rating. Diagnose and resolve complex issues related to case management, trust accounting, e-filing, and third-party integrations across web and mobile applications.