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Dheeraj Sharma

@dheerajsharmaaa

Technical support and customer success specialist resolving L1/L2 SaaS issues and driving onboarding and adoption for enterprise clients.

India

Message

What I'm looking for

I’m looking to support enterprise SaaS/product platforms where I can own L1/L2 issue resolution, work cross-functionally for root-cause fixes, and help customers onboard and adopt products through clear demos and training.

I handle L1/L2 troubleshooting and customer success for MTAP Technologies, supporting enterprise clients on SafeTrax, SafeBus, and AutoLogix. I’m the primary point of contact—logging and tracking product queries through internal ticketing systems and coordinating with Engineering and Product to get resolutions within SLA.

Before MTAP, I did technical support and web development at TechTrio Automation, troubleshooting recurring web/software issues and deploying a corporate website end-to-end on Hostinger. I also contributed to an EdTech platform (Talent Achievers) built on the MERN stack, working on frontend plus supporting backend APIs and authentication.

Earlier, I supported Samsung customers via chat and email, diagnosing hardware and software issues and escalating unresolved cases per SLA timelines. I started with Eigen Technologies as a Technical Support Trainee for college and business users of its IoT product, Sensnuts, using a structured ticketing workflow.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Executive

Current

MTAP Technologies

Jan 2025 - Present (1 year 7 months)

Support enterprise clients on fleet and transport management platforms, managing onboarding, adoption, and day-to-day product usage.

Customer Success Client Onboarding Account Management Ticketing Systems SLA Management Training

Technical Support & Web Developer

TechTrio Automation

Jan 2022 - Dec 2024 (2 years 11 months)

Provided technical support to clients and internal teams, troubleshooting web and software products, and developed the company's corporate website.

Technical Support Troubleshooting Web Development HTML5 JavaScript MERN Stack

Technical Support Engineer

iEnergizer – Samsung

Aug 2019 - Aug 2021 (2 years)

Delivered technical support to Samsung customers via chat and email, logging and resolving tickets while maintaining high CSAT scores.

Technical Support Troubleshooting Ticketing Systems SLA Management Customer Service

Technical Support Trainee

Eigen Technologies

Jan 2018 - Jun 2019 (1 year 5 months)

Supported colleges and businesses using Eigen's IoT product 'Sensnuts', handling technical queries and troubleshooting via a structured ticketing workflow.

Technical Support Troubleshooting Ticketing Systems IoT