Balwinder Kumar
@balwinderkumar
Proactive Technical Support Engineer with 7+ years of experience.
IndiaWhat I'm looking for
I am a proactive Technical Support Engineer with over 7 years of experience in resolving escalated issues across Application, Production Support, and Customer Success environments. My expertise in SQL, API troubleshooting, and tools like Datadog and Salesforce has consistently led to high client satisfaction. I have successfully reduced issue resolution times, mentored new hires, and collaborated closely with cross-functional teams to enhance operational efficiencies.
Currently, as a Senior Technical Support Engineer at Khoros Private Limited, I have resolved over 150 complex escalations, reduced average ticket resolution time by 28%, and authored numerous internal articles to improve team productivity. My role involves acting as the primary point of contact for customers during product launches, ensuring smooth onboarding and timely issue resolution.
Throughout my career, I have supported various clients, including Fortune 500 companies in the healthcare sector, achieving consistent client satisfaction ratings over 95%. My commitment to problem-solving and mentorship has not only improved team performance but also streamlined operational processes, making me a valuable asset to any organization.
Experience
Work history, roles, and key accomplishments
Senior Technical Support Engineer
Khoros Private Limited
Sep 2023 - Present (1 year 11 months)
Resolved over 150 complex escalations involving REST APIs, SSO, UI, and configuration issues, reducing average ticket resolution time by 28%. Collaborated on major outages, delivering Root Cause Analysis to clients within 24 hours and authored internal articles to improve team ramp-up speed.
KLTechnical Support Engineer
Khoros Private Limited
Mar 2021 - Present (4 years 5 months)
Supported over 60 Community platform clients monthly, maintaining 98% uptime and handling 500+ tickets annually related to API integrations, role permissions, and UI bugs. Implemented configuration and plugin changes via Eclipse IDE, reducing manual rework by 40%.
NLProduct Support Consultant
NextGen Healthcare Pvt. Ltd
Oct 2019 - Present (5 years 10 months)
Supported over 30 US clinics and hospitals with EHR and ACE Template issues, delivering 25+ macro-based solutions monthly to streamline clinical documentation. Reduced escalations by 35% by improving root cause diagnosis on stored procedures and SQL triggers.
U(Technical Support Engineer
Unicel Technologies (Karix)
Sep 2017 - Present (7 years 11 months)
Troubleshot over 2,000+ SMS and Voice delivery issues, achieving 97.5% SLA adherence and managing SMPP and API support for 100+ enterprise clients. Provided 24/7 on-call support, resolving 98% of incidents within SLA.
Education
Degrees, certifications, and relevant coursework
Rayat Bahra Institute of Engineering - PTU
Bachelor of Technology, Technology
2013 - 2017
Completed a Bachelor of Technology degree. The curriculum focused on engineering principles and practical applications relevant to the field.
HPBOSE
Senior Secondary (12th), General Studies
2012 - 2013
Completed Senior Secondary education (12th grade) under the HPBOSE board. This involved studying a broad curriculum to prepare for higher education.
HPBOSE
High School (10th), General Studies
2010 - 2011
Completed High School education (10th grade) under the HPBOSE board. This foundational education covered various subjects to build a strong academic base.
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
Interested in hiring Balwinder?
You can contact Balwinder and 90k+ other talented remote workers on Himalayas.
Message BalwinderFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
