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Abhay Kumar

@abhaykumar10

Senior Customer Success Engineer at Contentstack who cut average resolution time by 20–25% and kept enterprise SLA adherence around 99%.

India

Message

At Contentstack India Pvt. Ltd., I investigated complex Tier 2 escalations for enterprise customers, tracing issues to root causes while maintaining SLA adherence around 99%.

I worked with Engineering and Product to address recurring bugs, cutting average resolution time by 20–25%. I also used Claude to build lightweight tools for tracing and monitoring ticket status.

As the team's SME, I mentored 12–14 Tier 1 engineers and improved troubleshooting playbooks and documentation. Reviewing ticket trends helped lift resolution efficiency by roughly 20%.

At Plobal Apps, I supported Shopify merchants through complex platform issues and helped keep CSAT above 95%. Earlier, I built a full-stack web app during my internship at Nhustle Technologies Pvt Ltd.; I also built Tradezenix, an AI-powered SaaS trading platform.

Experience

Work history, roles, and key accomplishments

Sr. Customer Success Engineer – Tier 2

Contentstack India Pvt. Ltd.

Feb 2023 - Aug 2026 (3 years 6 months)

Investigated and resolved complex escalated issues for enterprise customers, maintaining strict SLAs and achieving near 99% adherence. Mentored Tier 1 engineers and collaborated with Engineering and Product to reduce resolution times by 20-25%.

Postman CURL Browser DevTools Claude SLA Management Root Cause Analysis Mentorship Documentation API Troubleshooting

Product Engineer

Plobal Apps

Oct 2021 - Feb 2023 (1 year 4 months)

Supported Shopify merchants with complex platform issues, maintaining CSAT above 95% and acting as team lead for day-to-day support. Onboarded and mentored new support engineers and kept documentation current.

Shopify Customer Support SLA Management Team Leadership Mentorship Documentation

Customer Support Associate

Tech Mahindra

Nov 2019 - Oct 2021 (1 year 11 months)

Handled 15-20 customer calls and chats daily for Rogers Communications, resolving billing, technical, and account issues. Focused on first-contact resolution to reduce repeat contacts.

Customer Support Communication Skills Problem Solving Billing Technical Support

Full Stack Developer (Intern)

Nhustle Technologies Pvt Ltd.

May 2019 - Nov 2019 (6 months)

Built a full-stack web app using Python, Django, and React.js, including REST APIs and database layer. Designed responsive interfaces and optimized backend for performance and reliability.