Open to opportunities

Waleola Akinsanmi

@waleolaakinsanmi

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Detail-oriented Technical Support Engineer with 5 years of experience.

Canada

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What I'm looking for

I am looking for a role that values collaboration and innovation, offering opportunities for growth and skill development.

I am a detail-oriented Technical Support Engineer with over 5 years of experience providing client-focused support in SaaS environments. My expertise lies in diagnosing and resolving technical issues, building and debugging scripts, and collaborating with engineering and product teams to deliver high-impact solutions. I am proficient in JavaScript, HTML, SQL, and various CRM systems, which allows me to simplify complex technical concepts for diverse audiences.

Throughout my career, I have consistently improved support workflows through automation and documentation. At Sabilink, I successfully improved resolution times by 25% by utilizing SQL and Postman to resolve escalated issues. My role as a Product Support Specialist at UserTesting involved supporting clients with product setup and troubleshooting, where I maintained technical documentation and guided users on best practices.

My experience as a Technical Analyst at Global Relay and a Software Support Engineer at Andela has equipped me with a strong foundation in software implementation and ongoing support. I am passionate about leveraging my skills to enhance user experiences and contribute to team success.

Experience

Work history, roles, and key accomplishments

Technical Support Engineer

Sabilink

Oct 2023 - Mar 2025 (1 year 5 months)

Delivered first-tier technical support to SaaS clients across various platforms, creating and debugging JavaScript scripts to assist with integrations and workflows. Used SQL and Postman to resolve escalated issues, which improved resolution time by 25%, and managed tickets using Jira and Slack while maintaining documentation for knowledge transfer.

JavaScript SQL Postman Jira Slack SaaS Support Technical Support Troubleshooting Documentation

Product Support Specialist

UserTesting

Nov 2021 - Mar 2023 (1 year 4 months)

Supported North American and international clients with product setup and troubleshooting, maintaining technical documentation and guiding users on best practices. Escalated complex issues to engineering teams and contributed to QA processes to ensure product quality.

Product Support Troubleshooting Technical Documentation QA Processes

Technical Analyst

Global Relay

Aug 2019 - Nov 2021 (2 years 3 months)

Assisted enterprise clients with software implementation and ongoing support, running SQL queries and using Elasticsearch to identify and resolve technical issues. Supported CMS integration (WordPress, HubSpot) and API-related requests.

SQL Elasticsearch WordPress HubSpot APIs Software Implementation Enterprise Support

Software Support Engineer

Andela

Sep 2015 - May 2018 (2 years 8 months)

Provided technical assistance for web applications across distributed teams, authoring customer-facing documentation and internal troubleshooting guides. Conducted system monitoring and issue resolution in Linux-based environments.

Web Applications Technical Documentation Troubleshooting System Monitoring Linux Distributed Teams

Education

Degrees, certifications, and relevant coursework

University of Nigeria, Nsukka

Bachelor of Electronic Engineering, Electronic Engineering

Studied Electronic Engineering, gaining foundational knowledge in the field. Completed coursework and projects relevant to electronic systems and their applications.