Shayan Imran
Spring,TX
Summary
Detail oriented Technical Support Specialist experienced in SaaS platforms and financial technology. Expertise in diagnosing software issues, analyzing logs, and troubleshooting integrations. Managed complex technical cases from investigation to resolution while collaborating with cross-functional teams. Proficient in delivering support through various channels and enhancing customer education and process efficiency.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Technical Support Engineer ( Remote )
Plaid
01.2026 - 07.2026
- Supported customers integrating fintech products and REST APIs by troubleshooting complex technical issues.
- Investigated API, authentication, and integration failures using SQL, logs, and structured debugging.
- Reproduced customer issues to isolate implementation errors, data inconsistencies, and product defects.
- Partnered with Engineering and Product teams to resolve customer-impacting issues.
- Owned technical cases from investigation through resolution and prepared detailed engineering escalations.
- Streamlined support processes through the implementation of automation tools and technologies.
Connections Specialist ( Remote )
Zillow
06.2025 - 12.2025
- Managed inbound and outbound customer interactions via phone, email, and text, connecting buyers and sellers with qualified real estate professionals.
- Qualified customer needs by assessing property interests, timelines, financing readiness, and service expectations, then routed qualified leads to agents while maintaining accurate CRM records.
- Addressed customer objections using consultative communication to strengthen customer-agent connections and improve the customer experience.
- Collaborated with Sales, Operations, and Support teams to improve lead routing, connection quality, and overall customer outcomes.
- Facilitated communication between clients and agents to enhance service delivery.
- Developed training materials for new team members on best practices.
Technical Support Specialist ( Remote )
Coinbase
08.2024 - 06.2025
- Delivered technical support for web and mobile fintech products via phone, email, and chat.
- Investigated account access, authentication, transaction, application, and security-related issues using structured troubleshooting and root cause analysis.
- Guided customers through technical resolutions while protecting sensitive account information.
- Collaborated with Product, Engineering, Operations, and Risk teams to resolve complex customer-impacting issues and document detailed escalations.
- Identified recurring customer issues and shared actionable feedback to improve workflows, product experience, and support documentation.
Customer Service Representative ( Remote )
Walmart
03.2024 - 08.2024
- Assisted customers via phone, email, and chat with inquiries related to orders, payments, returns, refunds, accounts, and deliveries.
- Resolved escalated and sensitive customer issues through effective communication, empathy, and solution-focused problem solving.
- Coordinated with stores, fulfillment teams, delivery partners, and internal departments to resolve complex customer cases.
- Managed multiple customer cases while maintaining accurate documentation and meeting quality, productivity, and response-time goals.
Online Personal Shopper
Walmart
12.2022 - 03.2024
- Selected, prepared, and fulfilled customer orders while maintaining accuracy, product quality, and fulfillment deadlines.
- Communicated with customers regarding substitutions, unavailable items, order changes, and pickup requirements.
- Used digital order management tools to process orders, update order status, and ensure accurate fulfillment.
- Collaborated with store departments to resolve inventory, substitution, and order discrepancies, ensuring timely order completion.
Freelancer
Self Employed Services
02.2017 - 12.2022
- Provided customer support to small businesses via phone, email, and live chat.
- Resolved customer inquiries, service requests, and account concerns with professionalism and timely communication.
- Investigated customer issues and communicated appropriate resolutions or next steps.
- Escalated complex issues with clear documentation and maintained accurate customer records.
Education
Hamilton High School
Milwaukee, WISkills
- Technical troubleshooting
- Troubleshooting techniques
- API integration
- SQL querying
- Linux Administration
- Platforms and environments
- Collaboration tools
- Technical knowledge
- Business analytics tools
Technical Tools & Platforms
Support: Zendesk, Jira, Slack, Intercom, Guru, Notion.
Technical: REST APIs, JSON, SQL, Postman, API Troubleshooting, Root Cause Analysis.
Analytics: Tableau, Mode Analytics.
Productivity: Microsoft Office, Google Workspace, ChatGPT, Microsoft Copilot.
Programming: HTML, CSS, JavaScript, Python.
Certification
Google IT Support Professional Certificate
- Technical troubleshooting, Windows & Linux, networking, system administration, IT security, incident management, and technical documentation.
Microsoft Learn
- Microsoft technologies, cloud fundamentals, security, system administration, troubleshooting, and enterprise support.
LinkedIn Learning
- Technical support, SaaS customer service, ticket management, REST APIs, workflow improvement, and technical problem solving.
Additional Technical Development
- REST APIs, JSON, SQL, Python, HTML/CSS/JavaScript, CRM platforms, integration troubleshooting, workflow automation, log analysis, SaaS, FinTech, and AI tools.
Timeline
Technical Support Engineer ( Remote )
Plaid
01.2026 - 07.2026
Connections Specialist ( Remote )
Zillow
06.2025 - 12.2025
Technical Support Specialist ( Remote )
Coinbase
08.2024 - 06.2025
Customer Service Representative ( Remote )
Walmart
03.2024 - 08.2024
Online Personal Shopper
Walmart
12.2022 - 03.2024
Freelancer
Self Employed Services
02.2017 - 12.2022
Hamilton High School