I'm looking for a role where I can own complex, escalated customer issues — deep troubleshooting, cross-functional work with Product and Engineering, and root cause fixes over quick patches. I want to keep building on SLA-driven support work in SaaS, contributing to documentation and process improvements that reduce recurring issues at scale.
Looking for a job
Ashutosh Kumar
@ashutoshkumar2302
Senior Product Support Specialist with 6+ years in SaaS, resolving complex escalations through root cause analysis and cross-team collaboration.
IndiaWhat I'm looking for
I'm a Senior Product Support Specialist with 6+ years of experience in SaaS and customer operations, focused on technical troubleshooting, escalation management, and cross-functional collaboration with Product, Engineering, and Customer Success teams.
At Kenko AI, I manage L2/L3 support across chat and email, maintaining strong CSAT while keeping first response and resolution times well within SLA. I work directly with clients over Google Meet and Zoom to troubleshoot issues, configure products, and resolve payment, subscription, and refund cases. I also partner with Product and Engineering to investigate defects, track bugs, and manage app store submissions for client-branded mobile apps — coordinating on compliance issues and store rejections through to publication.
Previously at ItsACheckmate, I delivered L1/L2 technical support for enterprise restaurant brands, maintaining internal knowledge repositories and documentation that helped reduce repeat escalations. At Stones2milestones, I managed onboarding, refunds, and service delivery while revamping processes to improve retention.
My background spans customer support, operations, and process improvement — I enjoy digging into ticket trends and recurring issues to fix problems at the source, not just close tickets.
Experience
Work history, roles, and key accomplishments
KA
Current
Manage a high volume of daily tickets across chat and email while consistently meeting SLA and CSAT targets. Deliver L2/L3 support, troubleshoot via client calls, and partner with Product and Engineering on bug tracking, defect investigation, and app store submissions for client-branded apps.
Delivered end-to-end L1/L2 technical support for enterprise restaurant brands while maintaining strong response and resolution time targets. Reduced repeat escalations through improved documentation and knowledge repositories, and streamlined workflows to cut overall resolution time.
Team Leader
Stones2milestones
Sep 2020 - Jul 2022 (1 year 10 months)
Led customer onboarding, refunds, and service delivery operations. Improved customer satisfaction through proactive problem-solving and targeted process improvements, revamped onboarding to boost retention, and built SOPs and support documentation to improve consistency.
Education
Degrees, certifications, and relevant coursework
Symbiosis Centre for Distance Learning
Post Graduate Diploma in Business Administration, Business Administration
Pursued a Post Graduate Diploma in Business Administration, enhancing skills in business management and operations.
Institute of Hotel Management
B.Sc. in Hospitality and Hotel Administration, Hospitality Management
2014 - 2017
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
IndiaAuthorized to work in
Salary expectations
26k+ USD
Social media
Job categories
Skills
SAAS Customer SupportTechnical TroubleshootingL1 supportL2 SupportL3 SupportEscalation ManagementCustomer SuccessCustomer EducationSLA ManagementCSATResponse TimesResolution TimesRoot Cause AnalysisKnowledge Base ManagementProcess ImprovementZendeskIntercomFreshdeskJiraConfluenceSlackNotionHubSpotLinearAsanaStripeGoogle SheetsMicrosoft OfficeGoogle Meet
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