Experience

CData Software India

• India
• Software Development
• 1 - 100 Employee

• Customer Success Engineer III

  • Dec 2022 - Present

  Bengaluru, Karnataka, India • Engaging with customers promptly and effectively, providing timely solutions to their inquiries. • Conducting a thorough analysis of customer questions, troubleshooting initial problems, and gaining a comprehensive understanding of the issues at hand. • Utilizing customer logs to identify the root cause of their problems and implementing appropriate steps for resolution. • Delivered high-quality customer support, maintaining a strong CSAT score and ensuring customer… Show more • Engaging with customers promptly and effectively, providing timely solutions to their inquiries. • Conducting a thorough analysis of customer questions, troubleshooting initial problems, and gaining a comprehensive understanding of the issues at hand. • Utilizing customer logs to identify the root cause of their problems and implementing appropriate steps for resolution. • Delivered high-quality customer support, maintaining a strong CSAT score and ensuring customer satisfaction. • Developing C#/JAVA/Python programs to address code-related customer queries, delivering valid solutions to their issues. • Collaborating with the Engineering team to address and resolve bug-related and product-related issues reported by customers via the JIRA system. • Leveraging DBvisualizer and DBeaver tools to visualize ETL/ELT outcomes, enhancing problem understanding and resolution. • Utilizing Postman to execute CURL requests related to API customer issues. • Developed comprehensive KPI documentation to capture and analyze issue trends for future reference. • Employing Virtual Machine for cross-platform validation of customer issues, ensuring timely and valuable solutions within the Service Level Agreement. Show less



Fivetran

• United States
• Software Development
• 700 & Above Employee

• Customer Support Engineer II

  • Aug 2022 - Dec 2022

  Bengaluru, Karnataka, India • Resolved customer inquiries and addressed their queries within established SLAs using Zendesk ticketing system. • Collaborated closely with the engineering team to investigate and resolve product-related issues reported by customers. • Monitored and promptly resolved P1/P2 incidents, ensuring timely updates on the status page to keep customers informed. • Initiated internal tasks for Zendesk tickets requiring engineering support, facilitating efficient resolution of customer… Show more • Resolved customer inquiries and addressed their queries within established SLAs using Zendesk ticketing system. • Collaborated closely with the engineering team to investigate and resolve product-related issues reported by customers. • Monitored and promptly resolved P1/P2 incidents, ensuring timely updates on the status page to keep customers informed. • Initiated internal tasks for Zendesk tickets requiring engineering support, facilitating efficient resolution of customer issues. • Developed comprehensive KPI documentation to capture and analyze issue trends for future reference. • Delivered high-quality customer support, maintaining a strong CSAT score and ensuring customer satisfaction. • Prioritized and addressed Zendesk tickets based on their priority and severity, providing thorough resolutions. • Leveraged New Relic to analyze transaction logs, identify errors and warnings, and effectively troubleshoot issues. • Utilized Postman to execute and analyze decrypt API requests, resolving related issues efficiently. • Utilized GitHub to raise pull requests for code changes required to address customer tickets. • Utilized Salesforce CRM to access and retrieve customer information, ensuring accurate and relevant details. • Leveraged Cloudbeaver to remotely access customer source and destination when approved through Zendesk, facilitating in-depth analysis of issues, if necessary. Show less



Symbl.ai

• United States
• Software Development
• 1 - 100 Employee

• API support Engineer

  • Sep 2021 - Aug 2022

  Bengaluru, Karnataka, India • Providing comprehensive solutions to clients and external developers by addressing their product and API-related inquiries. • Monitoring API activity logs through Moesif and GCP console, promptly triggering Slack alerts if activity thresholds are exceeded. • Collaborating with clients via phone calls to understand their integration requirements and guiding them through the process of integrating our product. • Identifying and coordinating pipeline activities in collaboration with… Show more • Providing comprehensive solutions to clients and external developers by addressing their product and API-related inquiries. • Monitoring API activity logs through Moesif and GCP console, promptly triggering Slack alerts if activity thresholds are exceeded. • Collaborating with clients via phone calls to understand their integration requirements and guiding them through the process of integrating our product. • Identifying and coordinating pipeline activities in collaboration with cross-functional teams within the organization. • Ensuring robust web service security capabilities, including managing SSL certificates and implementing OAuth. • Facilitating daily scrum meetings to track pending JIRA Board cases and Zendesk activities within the support team. • Developing code-based integration examples using SDKs and APIs to assist customers in effectively utilizing the product. • Creating comprehensive documentation that outlines the Sprint release process and details future sprint releases. • Contributing to JIRA issue management, making necessary updates to the official API documentation and addressing other related cases. Show less



Tech Mahindra

• IT Services and IT Consulting
• 700 & Above Employee

• Software Engineer

  • Jul 2018 - Sep 2021

  Bengaluru, Karnataka, India • Analyze and assess incoming issues and support requests, ensuring appropriate actions are taken while effectively communicating the impact of decisions to clients and stakeholders. • Demonstrate expertise in securing Webservices, including SSL, HTTP Basic authentication, WSSE headers, custom authentication, keypairs, and certificates. • Collaborate closely with customers to facilitate the design, testing, and implementation processes. • Lead the onboarding of BT customers to the API… Show more • Analyze and assess incoming issues and support requests, ensuring appropriate actions are taken while effectively communicating the impact of decisions to clients and stakeholders. • Demonstrate expertise in securing Webservices, including SSL, HTTP Basic authentication, WSSE headers, custom authentication, keypairs, and certificates. • Collaborate closely with customers to facilitate the design, testing, and implementation processes. • Lead the onboarding of BT customers to the API gateway as a member of the partner enablement team. • Gather and incorporate design and security specifications provided by customers. • Take responsibility for configuring the gateway in both test and production environments. • Aid in the setup of customer profiles across various backend component teams. • Offer comprehensive resolutions to any issues encountered during the testing phase. • Provide end-to-end testing support and perform manual testing using JMeter and SOAPUI. • Coordinate the production configuration for each customer, ensuring a seamless integration process. Show less



TechDigital

• United States
• Staffing and Recruiting
• 100 - 200 Employee

• Technical Recruiter

  • Nov 2017 - Jun 2018

  Chennai, Tamil Nadu, India • Collaborate closely with hiring managers and stakeholders to identify and comprehend the technical staffing requirements for US-based positions. • Devise and implement comprehensive sourcing strategies to attract and engage both active and passive candidates using diverse channels such as LinkedIn, job boards, professional networks, and industry events. • Conduct thorough screening and evaluation of technical candidates, assessing their skills, experience, cultural fit, and eligibility… Show more • Collaborate closely with hiring managers and stakeholders to identify and comprehend the technical staffing requirements for US-based positions. • Devise and implement comprehensive sourcing strategies to attract and engage both active and passive candidates using diverse channels such as LinkedIn, job boards, professional networks, and industry events. • Conduct thorough screening and evaluation of technical candidates, assessing their skills, experience, cultural fit, and eligibility to work in the United States. • Utilize effective behavioral and technical interviewing techniques to evaluate candidates' qualifications, problem-solving abilities, and domain expertise. • Deliver clear and compelling job opportunities, company culture, and benefits to candidates, ensuring a positive candidate experience that enhances the employer brand. • Utilize applicant tracking systems (ATS) and recruitment tools to efficiently manage candidate pipelines, monitor progress, and maintain accurate records. • Stay up-to-date with immigration policies, visa processes, and compliance requirements, ensuring smooth integration of international talent into US-based teams. • Collaborate with hiring managers to craft enticing and accurate job descriptions that reflect position requirements, skills, and qualifications. • Drive diversity and inclusion initiatives by actively sourcing and attracting candidates from underrepresented groups, and implementing unbiased hiring practices. • Analyze recruitment metrics and data to identify areas for improvement, optimize recruitment strategies, and achieve hiring targets. • Provide market insights and guidance to stakeholders on salary ranges, compensation trends, and competitor analysis to facilitate competitive offers and successful negotiations. Show less



Magus Customer Dialog Pvt Ltd

• Outsourcing/Offshoring
• 1 - 100 Employee

• Customer Service Representative

  • Aug 2017 - Nov 2017

  Chennai, Tamil Nadu, India • Effective Call Management: Responsibly handle inbound calls, promptly responding to customers with a professional and courteous approach to ensure exceptional customer experiences. • Customer Assistance and Issue Resolution: Provide comprehensive customer support by addressing inquiries, concerns, and complaints, diligently working towards effective solutions. Escalate complex issues to the appropriate department when necessary. • Technical Troubleshooting and Guidance: Expertly… Show more • Effective Call Management: Responsibly handle inbound calls, promptly responding to customers with a professional and courteous approach to ensure exceptional customer experiences. • Customer Assistance and Issue Resolution: Provide comprehensive customer support by addressing inquiries, concerns, and complaints, diligently working towards effective solutions. Escalate complex issues to the appropriate department when necessary. • Technical Troubleshooting and Guidance: Expertly troubleshoot technical problems, offering clear and concise step-by-step instructions to assist customers in resolving issues with products or services. • Up-to-date Knowledge Maintenance: Stay abreast of product knowledge, company policies, and procedures, enabling accurate and informed responses to customer inquiries while maintaining high service standards. • Efficient Order Processing: Facilitate seamless order processing, including order placement, returns, modifications, and cancellations, ensuring meticulous attention to detail and swift execution. • Proactive Cross-Selling and Upselling: Identify opportunities to enhance customer experience by suggesting and promoting additional products or services that align with their needs, effectively utilizing persuasive techniques. • Collaborative Team Engagement: Foster a collaborative work environment by actively engaging with supervisors, managers, and team members, sharing knowledge, seeking guidance, and contributing to a cohesive and positive team dynamic. Show less