Leon Jooste
Senior Technical Support Specialist
Cape Town
Summary
Dynamic Technical Support Specialist dedicated to delivering exceptional results and ensuring client satisfaction. Proven expertise in troubleshooting complex technical issues, providing outstanding customer service, and implementing innovative solutions that enhance operational efficiency. Recognized for strong collaboration skills, adaptability to evolving needs, and unwavering reliability. Proficient in system diagnostics, network configuration, software integration, and AI development, with a passion for fostering teamwork and driving productivity across diverse teams.
Overview
11
11
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Senior Technical Support Specialist
WOOX
05.2024 - Current
- Spearheaded technical resolution for complex API trading and database verification issues, serving as the primary escalation point for key accounts.
- Partnered with Engineering and Product teams to identify system bottlenecks, resulting in the development of automated tools that increased support efficiency.
- Led the integration of AI-driven support solutions, training models to streamline workflows and improve response times for technical queries.
- Conducted data-driven analysis of client feedback to drive product innovation and prioritize feature requests within the development roadmap.
- Maintained comprehensive technical documentation and knowledge bases to ensure accurate tracking of issues and resolutions.
Senior Technical Support Engineer
BNB Chain
06.2022 - 11.2023
- Managed Developer Relations (DevRel) across multiple channels (GitHub, Discord, Slack), providing critical debugging support for external developers integrating with the platform.
- Orchestrated Incident Management protocols for mission-critical partner integrations, ensuring minimal downtime and rapid resolution of security concerns.
- Optimized CI/CD pipelines and product documentation by collaborating with DevOps teams to streamline the deployment lifecycle.
- Architected and trained AI support agents, refining knowledge bases to automate responses for recurring technical issues.
- Created internal and external technical tutorials and mentored junior team members to elevate team technical proficiency.
Senior Technical Support Engineer
Binance
11.2020 - 05.2022
- Resolved critical technical escalations within a high-volume, high-availability global environment, maintaining strict service level agreements (SLAs).
- Facilitated complex API integrations for institutional clients, debugging connectivity issues and optimizing endpoint usage.
- Executed deep-dive data investigations using SQL and log analysis to identify root causes of system bugs, directly informing patch releases.
- Collaborated closely with Product and Development teams to manage real-time incidents and implement system fixes.
- Designed and delivered monthly technical training sessions to upskill the broader support organization.
Solutions Engineer II
4C Group of Companies
07.2014 - 07.2020
- Directed full-cycle software implementation, managing configuration, rigorous QA testing, and production deployment for enterprise-grade applications.
- Engineered and maintained complex Oracle SQL databases, designing schemas and managing ETL pipelines to ensure data integrity across systems.
- Developed robust API integrations utilizing SOAP, XML, JSON, and SMPP protocols, ensuring seamless interoperability between payment gateways and third-party platforms.
- Provided Tier-2 Application Engineering support, diagnosing and resolving backend infrastructure failures and logic errors.
- Managed SSL certificate setups and maintenance to ensure secure data transmission and compliance.
Education
Bachelor of Science - Sport & Leisure Management
Cape Peninsula University of Technology
Cape Town, South Africa 04.2001 -
Skills
Incident Management
Certification
Cambridge Certification Authority - Java Level 1
Timeline
Senior Technical Support Specialist
WOOX
05.2024 - Current
Online Course - Blockchain Developer
03-2023
Senior Technical Support Engineer
BNB Chain
06.2022 - 11.2023
Senior Technical Support Engineer
Binance
11.2020 - 05.2022
Cambridge Certification Authority - Java Level 1
10-2018
Solutions Engineer II
4C Group of Companies
07.2014 - 07.2020
Bachelor of Science - Sport & Leisure Management
Cape Peninsula University of Technology
04.2001 -