Noah Thairu Munene

Noah Thairu Munene Customer Support Specialist (SaaS / WordPress) Nairobi, Kenya PROFESSIONAL SUMMARY Customer-focused Technical Support Specialist with 8+ years of experience supporting SaaS and premium WordPress products in fully remote environments. Highly skilled in troubleshooting complex technical issues while communicating clearly and calmly with non-technical users. Known for strong ticket ownership, proactive follow-ups, and close collaboration with engineering teams to drive fast, accurate resolutions and high customer satisfaction. CORE SKILLS          Customer Support & Communication (Email & Ticket-Based such as Zendesk, Help Scout Intercom) Ticket Ownership & End-to-End Issue Resolution SaaS Product Support WordPress (Core, Themes, Plugins, WooCommerce) Troubleshooting & Root Cause Analysis Bug Reproduction & Escalation APIs & Integrations (REST, JSON) Debugging (PHP, JavaScript, CSS, Logs) Performance & Infrastructure (CDN, DNS, Caching) PROFESSIONAL EXPERIENCE Influx.com (Remote) June 2014 – December 2025 SaaS Product Support (Influx) KeyCDN - Assisted customers with CDN setup, pull/push zone configuration, and DNS validation. - Resolved caching behavior, CORS issues, WebP delivery, and streaming-related problems. - Explained technical concepts in clear language to help customers understand platform behavior. LoadImpact (k6) - Supported users with load testing setup, scripting, and result interpretation. - Guided customers through performance metrics, platform limitations, and billing questions. DreamFactory - Assisted with REST API configuration, authentication, and integration troubleshooting. - Helped customers adjust scripts to improve API interactions and data handling. WordPress Products (Influx)  Delivered high-quality customer support for premium WordPress themes and plugins used by thousands of users worldwide.  Handled customer inquiries via tickets and async communication, maintaining clear, friendly, and solution-focused responses.  Took full ownership of support cases from first contact through resolution, ensuring timely follow-ups and customer confidence.  Translated technical issues into simple, actionable explanations for non-technical users.  Troubleshot plugin conflicts, performance issues, and theme customization problems across diverse hosting environments.  Reproduced bugs in staging environments and escalated confirmed issues with clear steps, logs, and impact summaries for engineering teams.  Built temporary workarounds and code snippets when immediate fixes were not available.  Consistently maintained high customer satisfaction through proactive communication and realistic timelines. Supported Products & Platforms  Premium Themes: Flatsome, Salient, Codetipi  Plugins: Advanced Custom Fields (ACF), Elementor, Foo Plugins E-commerce (TRX Training, Meticore – Alpilean, Exipure) (Influx)      Order tracking, cancellations, refunds, reships Subscription management and billing issues Price adjustments and compensation orders Answer customer questions via email, chat, and voice Maintain professional, calm communication with customers EARLY CAREER EXPERIENCE Freelance Web Developer Jan 2014 – May 2014 - Built and maintained client websites using HTML, CSS, JavaScript, PHP laravel & slim frameworks and Bootstrap. - Provided basic client support and maintenance guidance. IT Support Intern Ministry of Education – Kenya Jun 2013 – Nov 2013 - Provided desktop and network support in a Windows Active Directory environment. - Managed user accounts, group policies, and hardware troubleshooting. - Logged and documented incidents using internal ticketing systems. Web Programmer Gateway Solutions Tech May 2012 – Sep 2012 - Developed web features using PHP, jQuery, HTML, and CSS. - Built a custom MVC PHP framework for backend. - Managed MySQL databases via cPanel and phpMyAdmin. EDUCATION Bachelor of Business Information Technology Jomo Kenyatta University of Agriculture and Technology Second Class Honors (Lower Division) CCNA – Cisco Certified Network Associate African Advanced Level Telecommunications Institute REFERENCES Available upon request.