# ankita gupta

ankita gupta is a remote worker on Himalayas, Lead - Customer Support at WebEngage, based in India.

Source: https://himalayas.app/@ankitagupta11

```text
Customer Support Lead at WebEngage who cut average resolution time by 15.8% and raised CSAT to 98.2%.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 2250k+ INR |
| Job categories | Customer Support, Technical Support Analyst, Product Support Engineer, Enterprise Technical Support, Customer Support Executive |
| Skills | Customer Support, B2B SaaS Support, Enterprise Support, Escalation Management, Incident Management, SLA Management, Customer Success, Team Leadership, Mentorship, REST APIs, SDK Integration, Web SDKs, iOS, Android, Shopify |
| LinkedIn | https://linkedin.com/in/ankita-gupta-9b1101185 |

## About

```text
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.
```

## Experience

### Lead - Customer Support (current)

[WebEngage](https://himalayas.app/companies/webengage). Jul 2025 - Present

```text
Lead a team of Product Support Engineers delivering enterprise SaaS support. Manage L2/L3 escalations, coordinate with Engineering, Product, and Customer Success, and improve QA and SLA adherence.
```

Skills: Team-Leadership, Escalation-Management, SLA-Management, Incident-Management, Customer-Success, Mentorship, REST-APIs, SDK-Integration, SQL, JavaScript, Postman, Webhooks, BigQuery, Datadog, Grafana, EFK, RequestBin, Jira, Zendesk

### Senior Enterprise Technical Support Engineer

[WebEngage](https://himalayas.app/companies/webengage). Apr 2024 - Jun 2025

```text
Owned and resolved L2/L3 escalations for key enterprise accounts including Groww, GreatLearning, Testbook, Unilever, CreditMantri, and Pepperfry. Served as SPOC for Analytics, Automation, and Segmentation pods, troubleshooting API, SDK, and campaign issues.
```

Skills: Escalation-Management, REST-APIs, SDK-Integration, Grafana, EFK, Datadog, BigQuery, Digger, RequestBin, Jira, Zendesk

### Senior Product Support Engineer

[WebEngage](https://himalayas.app/companies/webengage). Jan 2023 - Mar 2024

```text
Provided technical troubleshooting support for SaaS implementations across SDK and campaign integrations. Managed L2 escalations and handled iOS query management as SPOC.
```

Skills: SDK-Integration, Shopify, Jira, iOS, Android, REST-APIs, Troubleshooting

### Technical Support Analyst

[Gainsight](https://himalayas.app/companies/gainsight). Oct 2021 - Jan 2023

```text
Provided L1 technical support for Gainsight's PX platform, specializing in engagement execution, CRM integrations, and product analytics. Investigated complex issues using Postman and developer tools.
```

Skills: Postman, CRM-Integration, Product-Analytics, Mobile-Support, Android, iOS

### Product Support Executive

Ivy Mobility. Jan 2020 - Oct 2021

```text
Provided support for FMCG and retail clients focusing on MySQL troubleshooting and mobile applications. Managed ticket workflows in Jira and collaborated with L2/L3 teams for escalation handling.
```

Skills: MySQL, Jira, Mobile-Apps, Documentation, Knowledge-Base

## Education

### Ramniranjan Jhunjhunwala College

Bachelor of Science, Information Technology

```text
Bachelor of Science in Information Technology from Ramniranjan Jhunjhunwala College, Mumbai, completed in 2018.
```

### Ramniranjan Jhunjhunwala College

High School Diploma, Science

```text
Completed high school with a focus on Science from Ramniranjan Jhunjhunwala College, Mumbai, in 2014.
```

## Tech stack

- Postman
- React Native
- Flutter
- MySQL
- Shopify
- Zendesk
- Jira
- JavaScript
- Grafana
- iOS
- Datadog
- WhatsApp
- RequestBin
- SQL
- Digger
- Android
- REST APIs

To contact ankita, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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