Capability · Technical support engineering · by Ayman Sbeiti — I support high-trust software platforms · Hiring?

Stakeholder communication

Keeping customers, teams, and leadership accurately informed through change — expectations set before, during, and after.

• 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

• 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