Software Support Engineer

Franklin
Agu

Application diagnostics, APIs and data operations across enterprise SaaS, with five years of tier-2 and tier-3 support experience.

Based in

England, UK

Open to remote, hybrid or relocation

Focus

Application diagnostics · APIs · SQL · Data operations

01 · About

About me

The journey, the stack, and what I care about.

MSc-qualified Software Support Engineer with over five years of experience in tier-2 and tier-3 application support, root cause analysis and production troubleshooting across enterprise SaaS environments.

Skilled in running SQL queries, inspecting system logs, and troubleshooting REST and SOAP APIs with JSON and XML payloads.

Resolves the majority of technical incidents at first contact under SLA, builds complete diagnostic escalation packages for engineering, and uses AI tools to speed up investigation and resolution.

Holds an MSc in Cybersecurity (Distinction, University of Derby), with focus on secure application frameworks, access control (RBAC/ABAC), data encryption and audit logging.

Application Support & Triage

Tier-2/3 support, root cause analysis, incident triage, defect management (Jira, ClickUp, Zendesk), SLA compliance

Frontend & Frameworks

Vue 3, Nuxt, Composition API, JavaScript, TypeScript, Tailwind CSS

Databases & Scripting

SQL (MySQL), data reconciliation, Python, JavaScript, Docker, Git, access control (RBAC)

APIs & Data Integrations

REST and SOAP APIs, JSON and XML, Postman, browser developer tools, data synchronisation, webhooks

System Operations & AI

Log inspection, automated diagnostics, AI workflows (Claude, prompt engineering), knowledge base authoring

02 · Experience

Where I've worked

My professional journey so far.

Software Support Analyst - Concentrix, UK

March 2026 - Present

Tier-2/3 SaaS Support

Resolve tier-2 and tier-3 application issues across enterprise SaaS platforms under SLA, managing a high monthly ticket volume while maintaining strong customer satisfaction.

SQL, Logs & API Diagnostics

Run targeted SQL queries, inspect server performance logs and analyse API payloads and browser diagnostics to isolate root causes.

First-Contact Resolution

Resolve the majority of cases at first contact, reducing recurring software incidents through thorough root cause analysis.

Engineering Escalation Packages

Build complete diagnostic escalation packages covering reproduction steps, log traces and configuration settings for tier-3 product engineering teams.

AI-Assisted Investigation

Use AI-assisted diagnostic tools alongside Jira to analyse ticket trends and reduce mean time to resolution.

Software Support Analyst - EE (BT Group), UK

April 2025 - March 2026

Client-Facing Technical Support

Delivered client-facing technical support across digital platforms, investigating software issues and working consistently to SLA.

Knowledge Base Authoring

Authored technical troubleshooting guides and knowledge base articles, driving self-service adoption and cutting repeat queries on common issues.

Log Diagnostics & Rollouts

Carried out system log diagnostics and supported application patching and platform rollouts across end-user devices.

Stakeholder Communication

Translated complex technical findings into clear updates for non-technical stakeholders during product launches.

Software Support Engineer - CypherCrescent Ltd

2020 - 2025

Enterprise SaaS Support

Provided technical software support, data verification and platform maintenance for enterprise SaaS applications including eHSat+, EPS and DIAP delivered for NNPC, supporting a large base of business users.

Failure Scenario Troubleshooting

Troubleshot application failure scenarios including data validation errors, submission failures, authentication issues and integration disconnects.

Python & SQL Diagnostics

Wrote Python scripts and ran SQL database queries to audit data integrity, debug REST APIs and cut troubleshooting time.

Access Control & Integrations

Managed user provisioning, role-based access control and third-party integrations with accounting platforms including Xero and Sage.

Engineering Feedback Loop

Worked with product engineering teams to feed recurring user feedback into development pipelines for hotfixes and patches.

Software Support Engineer - Famous Parking (Remote, USA)

2023 - 2024

Application Support for Transactional Systems

Provided technical software support for systems handling sensitive transactional and user data, applying security best practices during investigation and resolution.

API & Payment Integration Diagnostics

Troubleshot and supported third-party API integrations for secure payments and real-time data processing, isolating failures across payloads and sync flows.

Testing & Risk Mitigation

Conducted regression testing and documented test cases to reduce operational and security risks before and after releases.

Requirements & Escalation Support

Translated business requirements into clear technical acceptance criteria and escalation notes for maintainable software fixes.

03 · Highlight

Key technical project

Storvv: SaaS application and integration platform.
Lead engineer and support operations for a multi-tenant SaaS platform processing real-time transactional data, with RBAC, secure authentication, database workflows, billing logic, and API diagnostics via Postman and SQL.

04 · Education

Education

2025

MSc Cybersecurity · Distinction

University of Derby, UK · Secure Application Frameworks, Access Control (RBAC/ABAC), Data Encryption, Audit Logging

2020

BSc Computer Information Systems

Babcock University

05 · Projects

Selected work

Things I've designed, built, and shipped.

SaaS application & integration platform

Storvv

Lead engineer and support operations for a multi-tenant SaaS platform processing real-time transactional data. Vue 3, Nuxt, Node.js, Firebase, REST APIs, SQL and Postman. Configured RBAC, authentication, database workflows and billing logic; diagnosed auth, webhook and sync issues via API and SQL inspection.

storvv.com

Retail ecommerce

SmartPhoneHub

Ecommerce experience for phones, laptops, wearables, and accessories, with shop by category, trade-in, support, and store info in a polished, responsive layout.

sph-ng.com

Interactive tool

Secret Santa Generator

Gift exchange generator that randomly pairs participants while ensuring no one gets themselves, with participant management, notifications, and wishlists.

secret-santa-virid.vercel.app

Security utility

Password Entropy Calculator

Password strength analysis with entropy scoring, presented through a clean, modern web UI.

password-entropy-six.vercel.app

Corporate site

KUO Company Website

Corporate website for KUO Smart Solutions showcasing services, team expertise, and client testimonials with optimised performance and SEO.

kuosmartsolution.com

Corporate site

Visioni and Strauss

Clean, professional corporate site presenting services, team, and testimonials with an SEO-focused structure.

visioniandstrauss.com

Energy company site

T30 Energies

Energy company website with dynamic content, interactive service portfolios, and a mobile-first responsive design.

t30energies.com

06 · Contact

Get in touch

Open to new opportunities

Let's build
something together.

Software support, application diagnostics, APIs and data operations. Open to remote, hybrid or relocation. I'd love to hear about it.

Say hello Usually replies within a day

Gozieagu1@gmail.com

Franklin Agu

GitHub

GozzAgu

Phone

07551 116 916

Location