Mohamed Sharif

Technical Support Specialist @Nomadgo, Inc

Redmond, WA, US

Incident Triage & Prioritization - Rapidly assess and triage incoming customer support cases, applying severity classification and escalation protocols to ensure efficient resolution in accordance with SLA requirements.Technical Documentation & Knowledge Base Development - Author and maintain comprehensive technical documentation for internal tools and workflows, enabling improved knowledge sharing and onboarding across engineering, support, and product teams.On-Call Operational Support - Deliver 24/7 production support as part of a scheduled rotation, responding to critical incidents and system alerts to maintain operational continuity and minimize downtime.Internal Tool Debugging & Root Cause Analysis -Investigate and resolve issues in proprietary support tools by analyzing logs, system behavior, and error states. Collaborate with engineering to implement long-term fixes.Monitoring & Observability with Datadog -Leverage Datadog to analyze performance metrics, and generate operational reports for executive stakeholders, supporting data-driven decision-making.Cross-Functional Collaboration & Quality Assurance - Partner with project managers, QA, and product teams to validate system functionality pre- and post-deployment, ensuring alignment with business requirements and a smooth user experience.

Year Up United

Information Technology