Hammad

Technical support Associate

Chaajao • Full time

Nov 2025 - Present • 11 mos

L2 Incident Management: Resolve escalated technical issues for Android, iOS, and Web platforms, performing root cause analysis for complex system errors. Agile Collaboration: Lead daily stand-ups with the Product Manager to sync on app development progress and coordinate the rollout of new features. Security Auditing: Run security scans using WPScan and use Ubuntu terminal to audit system logs, open ports, and close potential security loopholes. AI-Assisted Troubleshooting: Use AI tools to speed up the diagnosis of technical errors and automate repetitive manual tasks to improve team response times. Bug Tracking & Fixes: Identify app-side bugs and maintain detailed tracking sheets in Excel to ensure the development team resolves them within deadlines. WordPress Maintenance: Handle backend maintenance for WordPress sites, applying security hardening techniques to prevent malicious attacks. Credential Handling: Manage sensitive payment gateway credentials and API setups, ensuring secure hand-offs to the engineering team. Technical Documentation: Maintain clear and structured documentation of incident reports, bug logs, security audit findings, and resolution steps to support team knowledge sharing and process continuity. Student Support & Query Resolution: Handle student queries via WhatsApp, troubleshooting onboarding issues, app glitches, and errors to ensure a smooth user experience and timely resolution.