Adeel Sadiq

Links

Skills

• Technical product support, API troubleshooting, SQL querying and data analysis, customer issue investigation, troubleshooting integrations, and escalation handling
• Cross-functional collaboration, stakeholder management, process improvement, support operations, case management, and technical documentation
• User-focused problem solving, customer communication, JavaScript, Python, HTML, CSS, and AI/ML support exposure

Profile

Technical support professional with 5+ years of experience supporting complex software products in customer-facing environments. Strong background in troubleshooting APIs, SQL-driven investigation, technical product support, and cross-functional collaboration with Engineering and Product teams. Currently working as a Senior Cloud Support Engineer at Snowflake, with a primary focus on programmability and APIs and a secondary focus on AI/ML. Known for solving complex customer issues, communicating clearly with both technical and non-technical stakeholders, and improving support processes, documentation, and overall user experience.

Education

Technological University Dublin, Bachelor of Science (Honours) in Information Systems and Information Technology (Level 8)
Aug 2018 - May 2022, Dublin
Graduated with High Honours.

Relevant areas of study included Programming, Database Design, Web Development, Software Engineering, Software Project Management, Networking, and Operating Systems.

Employment History

Senior Cloud Support Engineer, Snowflake

June 2025 - Present, Dublin

• Own complex customer issues across programmability and API-related product areas, with secondary support focus on AI/ML workloads.
• Troubleshoot technical problems spanning APIs, SQL, Python, and platform behaviour, driving issues from investigation through resolution.
• Partner closely with Engineering and Product teams on escalations, reproductions, defect isolation, and long-term fixes.
• Translate complex technical findings into clear customer-facing explanations and actionable next steps.
• Contribute to operational improvements by identifying recurring issue patterns, reducing friction in support workflows, and strengthening internal knowledge sharing.
• Support high-priority cases with strong attention to customer experience, resolution quality, and timely stakeholder communication.

Senior Technical Support Engineer II, DocuSign

May 2022 - May 2025, Dublin

• Supported sophisticated customers using a complex software platform, providing technical guidance and resolving advanced product issues.
• Troubleshot API and integration-related problems, working with JavaScript and server-side technologies to identify root causes.
• Used SQL queries to investigate data, validate hypotheses, and strengthen troubleshooting outcomes.
• Worked cross-functionally with internal teams to progress complex cases and improve resolution quality.
• Identified recurring customer pain points and communicated patterns clearly to help improve product and support outcomes.
• Explained technical concepts clearly to customers with different levels of technical understanding.

Customer Support Specialist, HubSpot Inc.

Oct 2020 - May 2022, Dublin

• Delivered product support to customers worldwide across email, chat, phone, and Zoom.
• Troubleshot technical and workflow issues in real time while maintaining a high standard of customer experience.
• Managed case flow efficiently to ensure timely responses and resolution of support requests.
• Used internal tools and product knowledge to investigate issues and guide customers to a resolution.
• Escalated complex cases effectively to product teams when deeper investigation or fixes were required.

Customer Support Agent, Glofox

July 2019 - September 2020, Dublin

• Provided personalized support to customers globally for a software platform.
• Resolved technical issues through email and phone support using Zendesk and internal tools.
• Maintained accurate case notes and interaction logs to support efficient follow-up and issue resolution.
• Managed a high-volume support workflow while maintaining response quality and customer focus.

Projects

Parking App

Built a mobile app using Dart and Flutter that allowed users to rent out unused parking spaces. The app integrated maps, database, security, and Stripe-powered payments to support direct user-to-user transactions.

HubSpot Links Tool

Built a web app using JavaScript, HTML, and CSS to help support agents switch between accounts and access links faster. It improved internal workflow efficiency and reduced wait time for customers during support interactions.

Website Projects

Built clean, user-friendly websites for small businesses as side projects, with a focus on usability and clear customer experience.

Languages

• English
• Urdu
• Hindi
• Basic Spanish