At WebEngage, I lead a team of Product Support Engineers delivering enterprise SaaS support. I manage L2/L3 escalations and coordinate with Engineering, Product, and Customer Success on critical incidents.
I reduced average resolution time by 15.8% and increased CSAT from 93.7% to 98.2%. I also build SOPs and internal documentation to scale support operations, and hire and mentor team members.
Previously at WebEngage, I owned L2/L3 escalations for enterprise accounts and served as the point of contact for Analytics, Automation, and Segmentation pods. I troubleshot API, SDK, and campaign issues using tools including Grafana, EFK, Datadog, BigQuery, Digger, and RequestBin.
At Gainsight, I provided L1 technical support for the PX platform, covering engagement execution, CRM integrations, and product analytics. Earlier, at Ivy Mobility, I supported FMCG and retail clients with MySQL troubleshooting and mobile applications.
