Technical support · Product operations · Solutions

Ayman Sbeiti

Technical / Product Support Engineer with deep experience supporting high-trust, high-stakes software platforms.

5+ years across support, engineering, and regulated operations. I turn ambiguous escalations into reproducible cases and build workflows that keep engineering and customers in sync.

View case studies Resume

Experience across

Selected outcomes

Support Engineering Root cause identified Silently failing support escalations, confirmed in roughly one working day and then made to surface instead of hide. Read case study Platform Migration HubSpot → Intercom migration Customer support kept running through the phased cutover, which completed with no known interruption. Read case study Trust & Safety Escrow trust model designed The trust model behind Eskro’s local peer-to-peer transactions. The operational model was validated in beta. Read case study Identity Operations National-scale customer access support Identity and customer-access operations at Equifax. About my work

Selected work

Case studies in real problems.

All case studies →

FLiiP · 7 min read

Debugging a Silently Failing Escalation Workflow

During the phased rollout of FLiiP's HubSpot-to-Intercom migration, some support escalations silently stopped creating Jira tickets. The automation appeared to fire, only some escalations failed, and nothing reported the failures.

technical troubleshooting · workflow design · stakeholder communication

Eskro Marketplace · 9 min read

Designing a Trust Model for Local Peer-to-Peer Transactions

Local peer-to-peer marketplaces run on a structural gap: strangers, cash, and no recourse. Eskro is a local marketplace designed around a different allocation of responsibility. An escrow-backed transaction process, not the individuals, carries the trust.

product operations · workflow design · trust safety design

FLiiP · 8 min read

Support Continuity During a HubSpot-to-Intercom Migration

FLiiP's support operation had outgrown its HubSpot-based helpdesk: routing, automation, and visibility limits were absorbing team time that should have gone to customers.

support operations · workflow design · stakeholder communication

Capabilities

What I bring to the table.

Systems & technologies

Tools I’ve worked with.

Support & Operations

  • Intercom
  • Jira
  • HubSpot
  • ServiceNow
  • Slack
  • Zapier
  • Vitally

Product & Engineering

  • Flutter
  • Node.js
  • TypeScript
  • GitHub
  • Docker
  • Socket.IO
  • Postman
  • REST APIs

Infrastructure & Data

  • AWS
  • PostgreSQL
  • Redis
  • Kafka
  • Firebase
  • Server configuration

Security, Identity & Trust

  • Stripe
  • KYC
  • MFA
  • API authentication
  • VPN configuration

AI & Automation

  • ChatGPT
  • Claude
  • Gemini
  • Fin (Intercom AI)
  • Dust

How I work

How I investigate complex systems.

I don’t start by changing code.

I start by understanding the signal, reproducing the problem, eliminating incorrect hypotheses, validating evidence, and documenting the result so the next engineer inherits a better system.

How I work
Ayman Sbeiti presenting a system architecture diagram

From the record

How an investigation actually ran.

from: Debugging a Silently Failing Escalation Workflow

  1. 01 — Signal

    Signal

    Escalations from Intercom intermittently produced no Jira ticket while the automation appeared to trigger successfully.

    • Silent
    • Partial
    • Appeared healthy

  2. 02 — Reproduce

    Reproduce

    Reproduced the failure and gathered previous successful escalations as a known-good comparison baseline.

  3. 03 — Eliminate

    Ruled out

    • Connection failureSuccessful escalations confirmed the Intercom–Jira connection was functioning.
    • Workflow configuration as the primary causeProgressive rollback isolated where the issue was introduced, without proving the structure itself was the cause.

  4. 04 — Inspect

    Inspect

    Compared the JSON payloads of successful and failed requests sent to Jira.

  5. 05 — Find

    Find

    A required attribute could arrive empty or missing, and fields could mismatch the Jira schema. Jira rejected the complete request rather than accepting partial data.

  6. 06 — Confirm

    Root cause confirmed

    Required attributes arriving empty or missing, or fields mismatching the Jira schema, prevented ticket creation without producing an operationally visible failure.

View the full investigation

How I work

Engineering notes

All notes →

Let's work together

Need someone who can untangle complex support systems?

I work across technical support, product operations, integrations, and trust systems, turning ambiguous incidents into reproducible investigations and durable operational improvements.

Email Ayman View Start Here

Ayman_sbaity@hotmail.com

Professional references available upon request.