Ankit Ojha

I’m a Support Engineer with 3+ years of experience in technical troubleshooting, API debugging, and SaaS infrastructure. I’m known for resolving complex enterprise issues quickly while partnering across teams to prevent repeat bugs.

At UpGuard, I triaged, debugged, and resolved 1,600+ complex customer issues across APAC, EMEA, and US, maintaining 98% CSAT. I kept first response under 0.1 sec and MTTR under 6 hours, while building and maintaining 100+ internal and external documentation and knowledge bases (API integration guides and troubleshooting workflows).

I also help teams scale support with automation. I engineered customer support automation across HubSpot and Slack using prompt optimization and Gemini integration—reducing repetitive inquiries by 10%, eliminating 7 hours of weekly manual work, and boosting team efficiency by 30% through seamless knowledge base connectivity.

Before that, I worked in security operations as a SOC Analyst (120+ daily alerts and 1,000+ monthly security events) and helped lower false positives by 40% through improved detection logic. I’ve also built as a founder—delivering AI automation pipelines and an AR fashion commerce platform—balancing customer communication with end-to-end technical delivery and iteration.