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

Workflow design

Designing operational workflows across tools and teams — states, handoffs, exceptions, and the paths work actually takes.

• 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

• 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

• 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