Tanwir Ahmed
Technical Support Engineer @Iterable
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WORK HISTORY
Technical Support Engineer @Iterable
London, GB
Provided advanced technical support by resolving complex issues escalated from Tier 1, ensuring high levels of customer satisfaction- Assisted customers in developing tailored, complex solutions to meet their specific needs, leveraging in-depth product knowledge and technical expertise- Authored detailed root cause analysis (RCA) reports for incidents, identifying underlying issues and recommending preventive measures- Mentored junior team members, offering guidance and training to enhance their technical skills and problem-solving abilities- Developed and implemented troubleshooting protocols to streamline resolution process and reduce incident recurrence- Collaborated with product development and engineering teams to identify and address software bugs and system inefficiencies- Contributed to creating and maintaining comprehensive knowledge base, improving overall efficiency of support team.
EDUCATION
Sir John Cass Sixth Form
A Levels, Mathematics, Biology, Physics
Brunel University of London
Bachelor’s Degree, Mathematics
SKILLS
ABOUT TANWIR AHMED
Highly experienced and client-focused professional with over 8 years in technology-driven roles. Adept at managing and executing technical projects with a customer-first attitude and a strong sense of empathy. Demonstrates excellent communication and project management skills, with a proven ability to quickly learn new technologies and understand complex systems. Possesses advanced troubleshooting and problem-solving abilities, continuously seeking to enhance technical acumen. Skilled in cross-functional collaboration and thriving under pressure, consistently navigating deadlines and unexpected challenges with ease.
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