Md Abu Jauad Khan Aliv
Trollhättan,Sweden
Summary
Customer Support Specialist with over 8 years of experience in SaaS environments, proficient in resolving technical issues via chat, email, and phone for diverse customer segments. Expertise in Zendesk, Intercom, Freshdesk, Jira, BugSnag, and New Relic, with a strong focus on API and log-based troubleshooting. Achieved and maintained over 90% CSAT for 5 years while consistently meeting priority SLAs, and improved ticket resolution times through effective runbooks and bug triage. Successfully led the migration of 1,200 legacy knowledge-base articles to Document360, reducing drafting time and enhancing ticket deflection rates by 40%.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Documentation Writer and Adminstrator
ClickFunnels, Etison LLC
Eagle
03.2024 - 09.2025
- Docs as code - Markdown, Git, GitHub, and Jekyll (SSG).
- Developed structured knowledge base articles and troubleshooting guides for users (Document 360 and Freshdesk)
- Fine-tuning documentation draft using AI prompt engineering (ChatGPT 5.0, Gemini, and Claude)
- Set up basic style checks for AI-drafted docs; shared short how-to notes so the team could reuse the prompts
- API endpoint testing and documentation - readme.com
- Administering the Document 360 portal
- Conducted in-depth testing of ClickFunnels features to ensure accurate and thorough documentation
- Identified and reported bugs discovered during documentation testing
- Suggested UI/UX improvements based on feature evaluation and documentation needs
- Collaborated with product and support teams to ensure accurate and user-friendly documentation
- Assisted in refining technical content to align with ClickFunnels' best practices and branding.
CF Funnel Builder (Strategic Partner)
ClickFunnels, Etison LLC
Eagle
09.2022 - 02.2024
- Collaborated on ClickFunnels funnel strategies and mapping with partners and project managers
- Designed and optimized marketing, sales, and e-commerce funnels
- Implemented automation solutions to streamline processes
- Developed custom APIs for seamless third-party integration
- Wrote JavaScript and jQuery code for enhanced funnel performance
- Database management: SQL Server (PostgreSQL)
- Guided team on development best practices
- Assisted in establishing standard operating procedures (SOP) for development projects
Senior Techical Support Specialist (Tier 1/2/3/4)
ClickFunnels, Etison LLC
Eagle
03.2018 - 09.2022
- Provided technical support via phone, live chat, and tickets in Zendesk, Freshdesk, and Intercom for VIP customers
- Proactively searched for solutions to customer issues and provided timely resolutions
- Escalated and documented suspected or confirmed bugs for each qualified customer ticket
- Error monitoring in BugSnag (CF 2.0) and NewRelic (CF Classic)
- Wrote bug reports and suggested solutions for recurring technical issues
- Recommended new help articles and updates using the Zendesk knowledge capture tool
- Provided education, coaching, and shadowing support for new specialists
- Promoted a healthy and positive team environment through creative posts and conversations in Slack
- Ensured customer concerns were documented and shared across teams (Product and Design team)
Education
Master of Engineering - Information System Security
Bangladesh University Of Professionals
Dhaka, Bangladesh12.2016
Bachelor of Science - Electrical and Electronics Engineering
International University of Business Agriculture & Technology
Dhaka, Bangladesh08.2014
Skills
- Email, chat, and phone support
- Service level agreements (SLA)
- Customer satisfaction (CSAT)
- First response time (FRT)
- Time to resolution (TTR)
- Incident management and escalations
- Root-cause analysis
- Bug triage and error monitoring
- API analysis and logs
- Postman and SQL basics
- AI support strategies
- Prompt engineering for AI
- Knowledge-centered service (KCS)
- Runbooks, macros, and triggers
- Document360 and Markdown
- Version control with Git
- Zendesk, Intercom, and Freshdesk
- Jira and Confluence usage
- BugSnag and New Relic proficiency
- HTML, CSS, and JavaScript skills
- Single sign-on (SSO) and OAuth integration
- Stripe checkout implementation
Projects
Knowledge base migration to Document360 (lead) - 2024
- Migrated approximately 1,200 markdown articles, designed metadata, taxonomy, redirects, and API publishing pipeline
- Introduced prompt-engineering templates for legacy article refresh, reduced editing time, and raised organic deflection on top categories by 40%
Support quality playbooks - 2021
- Authored runbooks, macros, and triggers for recurring issues; improved FRT by approximately 20% and stabilized TTR during peak campaigns
Accomplishments
- Led the documentation migration project from Freshdesk to Document360 at ClickFunnels
- Mentored teammates and shared best practices in support and documentation
- Built and maintained clear KB/SOP content, administered Doc360/Freshdesk, and used Git/Jekyll workflows
- Managed VIP/urgent queues calmly, and communicated realistic updates
- Tested features, logged bugs, and suggested practical UI/UX improvements
- Wrote concise maintenance notes aligned with OEM standards
Personal Information
- Date of birth: 06/26/91
- Gender: Male
Languages
Bengali
First Language
English
Proficient (C2)
C2
Hindi
Upper Intermediate (B2)
B2
Swedish
Beginner
A1
Certification
Funnel Builder Certification - ClickFunnels (Nov 2022)
- Validated skills in funnel strategy, customer journey mapping, and high‑converting funnel creation for lead gen, events, and engagement.
GitLab Technical Writing Fundamentals (Oct 2025)
- Completed training on structured authoring, style consistency, and contribution workflow using GitLab
Affiliations
- Technical Documentation & Change Control - Docs‑as‑code (Markdown, Git/GitHub, Jekyll); Document360/Freshdesk administration; tested features, logged bugs; issued clear release/help content to reduce resolution time.
- Technical Support (Tier 1/2/3/4) - Triage in Zendesk/Freshdesk/Intercom; VIP phone support; root‑cause investigation; bug reports; knowledge capture to keep information accurate and reusable.
- Data Privacy Training - CAN‑SPAM, GDPR, CCPA, COPPA; IT security basics for safe data handling.
Timeline
Technical Documentation Writer and Adminstrator
ClickFunnels, Etison LLC
03.2024 - 09.2025
CF Funnel Builder (Strategic Partner)
ClickFunnels, Etison LLC
09.2022 - 02.2024
Senior Techical Support Specialist (Tier 1/2/3/4)
ClickFunnels, Etison LLC
03.2018 - 09.2022
Master of Engineering - Information System Security
Bangladesh University Of Professionals
Bachelor of Science - Electrical and Electronics Engineering
International University of Business Agriculture & Technology