Muhammad Haris
Senior Support Engineer
Lahore
Summary
A results-driven professional with over six years of experience in the fintech industry and software testing, specializing in digital payments, card processing, and technical support. Seeking an opportunity to apply and expand my expertise in a forward-thinking organization that values innovation, adaptability, and continuous growth.
Proficient in diagnosing and resolving complex technical issues to maintain system stability and optimize performance. Adept at utilizing a deep understanding of IT infrastructure and payment ecosystems to deliver efficient solutions and enhance user experience. Known for a strong client-focused approach and the ability to provide prompt, reliable support aligned with business objectives.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Senior Technical Support Engineer
Unlimit
07.2023 - Current
- Provided L2/L3 technical support for 20+ production fintech clients across Europe, ensuring 98% ticket SLA adherence.
- Investigated and resolved 100+ high-priority incidents related to payment processing, API failures, and SEPA/SWIFT transactions.
- Reduced average response time for critical production issues by 30% through proactive monitoring (Splunk) and structured escalation handling.
- Supported 15+ integration partners in resolving webhook/API sync issues, improving partner satisfaction scores.
- Collaborated with AML & Compliance to resolve 50+ suspicious transaction cases, aligning with EU regulatory standards.
Technical Product Support Engineer
i2c Inc
08.2021 - 07.2023
- Handled 2500+ support tickets over 3 years for global card issuing and transaction processing clients.
- Achieved 95%+ SLA compliance while supporting ISO 8583 transaction flows, card issuance, and PIN management.
- Played a key role in onboarding 10+ new client programs, ensuring smooth production rollouts and incident-free launch weeks.
- Collaborated with QA and Development teams to identify and document 100+ product defects and enhancement requests.
Software Quality Analyst
Wise Systems Inc
04.2019 - 08.2021
- Designed and executed 150+ manual test cases for core HR and operational modules, ensuring 95% test coverage.
- Identified and reported 40+ bugs across UAT and staging environments, reducing post-release defects by 30%.
- Collaborated with the development team in Agile sprints to deliver 10+ releases with zero rollback incidents.
- Validated workflows, user permissions, and UI responsiveness across Chrome, Firefox, and Edge.
Education
BS - Computer Science
01.2014 - 01.2018
Achievements
- Client Incident Resolution – Unlimit (2025):
Received direct appreciation from senior leadership and client stakeholders for swiftly handling a high-priority production incident and resolving the issue effectively during a live call. - Process Improvement & Documentation – Unlimit (2024):
Acknowledged for initiating and developing a comprehensive onboarding process guide for new hires, improving training efficiency and knowledge transfer across the support team. - Outstanding Performance of the Year – i2c Inc. (2022):
Recognized for consistently exceeding performance targets and delivering exceptional support, earning the company-wide "Outstanding Performance of the Year" award.
Skills & Competencies
- Technical Skills:
SQL (PostgreSQL, MySQL), REST APIs, Splunk, log analysis, Linux/Unix - Tools & Platforms:
Postman, JIRA, Testrails, OTRS, Salesforce, Sumsub, BPC SmartVista, Core Banking System - Support & Analytical Skills:
Incident handling, root cause analysis (RCA), technical troubleshooting, system configurations, and data validation
Timeline
Senior Technical Support Engineer - Unlimit
07.2023 - Current
Technical Product Support Engineer - i2c Inc
08.2021 - 07.2023
Software Quality Analyst - Wise Systems Inc
04.2019 - 08.2021
Punjab University of Information Technology - BS, Computer Science
01.2014 - 01.2018
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