Clifford Okpai

Senior Technical Support Engineer @ Snyk

About

I’m a Senior Level Technical Support Engineer with a proven track record of solving complex technical issues, improving support processes, and delivering exceptional customer experiences. Over the years, I’ve built deep expertise in troubleshooting, root-cause analysis, and cross-functional collaboration — all while serving as a trusted technical advisor to both customers and internal teams. My approach blends strong technical depth with clear communication. I enjoy taking ownership of challenging cases, translating technical concepts into solutions that make sense for users, and mentoring junior engineers to elevate team performance. Whether I'm debugging intricate system behaviour, streamlining workflows, or working with product and engineering teams to resolve escalations, my goal is to provide a world-class support experience that builds trust, enhances reliability, and delivers real value to every user.

Country

Canada

City

Edmonton

Industry

Information Technology & Services

Skill

Troubleshooting, Log Analysis, Wireshark, IT Security Policies, Data Security, Threat Analysis, Threat & Vulnerability Management, Security Operations, Security Principles, Network Security, Incident Response, Linux System Administration, Scripting, Linux, Communication, Analytical Skills, Jenkins, Escalation Process, Vulnerability Assessment, Technical Support

Experience

Senior Technical Support Engineer

Snyk

2025-10 - Present · 1 yr

- Troubleshoot and resolve complex technical issues, including high-priority customer escalations. - Serve as an escalation point for junior support engineers, providing guidance and mentoring. - Deliver clear, detailed technical guidance to customers across various environments (cloud, on-prem). - Participate in on-call rotations to ensure timely response to critical incidents. - Assist in onboarding new support engineers through coaching and training on best practices and tools.

Technical Support Engineer

Snyk

2022-8 - 2025-10 · 3 yrs 3 mos

- Collaborating with cross-functional teams, including developers, solution engineers, product managers, and account managers, to diagnose and resolve complex technical problems. - Contributing to and maintaining technical documentation, including knowledge base articles and user guides, to assist customers in resolving common issues independently as well as enhance overall support efficiency. - Analyzing system logs using diagnostic tools such as Datadog and Logz.io, to identify root causes of technical issues and leading the implementation of effective solutions.

Product Support Specialist

Bold Commerce

2021 - 2022 · 1 yr

- Assisted developers with early diagnosis of incoming issues, pulling up data and logs from Bugsnag. - Pair-programmed with the Developers while investigating and solving assigned production tickets. - Structured the production support department and clearly outlined its processes, improved its documentation, incorporated new tools, and implemented new ideas.

Merchant Success Specialist

Bold Commerce

2018 - 2021 · 3 yrs

- Coached, trained, and provided support to new teammates to get them up to speed on existing processes. - Assisted new merchants with the setup process, providing guidance on account activation, platform integration, and configuring their online store. - Partnered with Tier 2, account managers, product managers and developers to investigate and fix production issues.