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Ali Alzein
Ali Alzein

Business Automation Manager and Support Engineering Lead

Open to offers · Member since 13 Oct 2026
Message
Location
Beirut, Lebanon
Desired salary
Unspecified
Work preference
Remote Only / Full Time
Experience level
Lead

About

Professional summary

I am a Business Automation Manager and Support Engineering Lead with more than eight years of experience supporting technical and enterprise customers in telecom, SaaS, and database environments.

I lead L1/L2 support operations for a five-person engineering team serving 25–50 enterprise clients. I focus on ticket triage, incident management, SLA performance, root-cause analysis, client onboarding, and technical training.

I build automation and AI-enabled tools that reduce repetitive operational work and make support teams faster and more consistent. My work includes production operations consoles, self-service tools, reporting pipelines, and internal workflow automation.

I have hands-on expertise in PostgreSQL, SQL Server, Supabase, Python, FastAPI, TypeScript, React, Next.js, Linux, and Docker. I design secure multi-tenant applications using authentication, row-level security, audit logging, OAuth, and encryption.

I am known for clear communication with both technical and non-technical stakeholders. I turn recurring support problems into durable documentation, knowledge bases, procedures, and self-service products.

I work professionally in Arabic and English and am based in Beirut, Lebanon, working remotely.

Skills

37 capabilities
API IntegrationAutomated TestingCI CDDNSDockerfastAPIIncident ManagementJavaScriptLinuxMongoDBNext.jsOAuth 2.0OraclePgvectorPostgreSQLPythonReactRedisREST APIsRole Based Access ControlRoot Cause AnalysisSaaSSecurity EngineeringSLA ManagementSQLSQL ServerSQLAlchemySupabaseSupport EngineeringTeam LeadershipTechnical DocumentationTechnical SupportTechnical TrainingTelecomTOTPTypeScriptWebhooks

Tech stack & tools

Working toolkit

Application Hosting

RedisSupabaseVercel

Data Stores

MongoDBOracle DatabasePostgreSQL

Development

DockerGitGitHubLinuxSQLAlchemy

Languages & Frameworks

FastAPIPlaywrightPyTestReactVitest

Experience

Career history

Business Automation Manager Monty Mobile

I own the business automation and AI roadmap for support and operations while continuing to lead a five-person L1/L2 support team serving 25–50 enterprise clients across telecom platforms, web portals, and database services.

I identify repetitive workflows, prioritize automation opportunities by time saved, and deliver tools into daily operational use. I delivered ScriptLauncher Web, a production operations console used by support, billing, account managers, and management, and continue to turn recurring issues into self-service tooling and documentation.

Technical Team Lead | AI Systems & SaaS Solutions Engineer Monty Mobile

Led a five-engineer L1/L2 support team for 25–50 enterprise clients, managing first-response, L2 handling, SaaS installation targets, ticket distribution, investigation notes, escalation processes, and SLA tracking.

Built Python automation and AI-assisted utilities that reduced repetitive operational work by an estimated 60–80% and reduced reporting turnaround from hours to minutes. Led complex incident investigations involving SQL Server performance, DNS and connectivity issues, and SMPP/PCAP trace analysis.

Owned client deployments including software setup, portal configuration, database connectivity, environment preparation, and custom integrations. Delivered onboarding and technical training for international clients, internal engineers, and cross-functional stakeholders.

Technical Solutions Engineer Monty Mobile

Installed and supported telecom software for international clients, integrating platforms with telecom networks, third-party systems, REST APIs, and SQL and NoSQL databases.

Developed scripts and command-line utilities to automate daily support work and health checks. Resolved database performance issues through query tuning and provided technical support for production systems.

IT Support Assistant Lebanese International University

Provided IT support assistance at Lebanese International University, supporting users and technical systems in an academic environment.

Built foundational experience in troubleshooting, user support, systems administration, and technical communication.

IT Teacher CIS College

Taught IT subjects at CIS College, explaining technical concepts and supporting student learning.

Developed training, communication, and documentation skills that later supported client onboarding and technical education work.

Education

Learning history

Lebanese International University

M.S., Computer & Communication Engineering

Master of Science in Computer & Communication Engineering. GPA: 3.92.

Lebanese International University

B.S., Telecommunication Engineering

Bachelor of Science in Telecommunication Engineering. GPA: 3.86. Dean's List.

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