Open to opportunities

hansraj karadiya

@hansrajkaradiya

Message

I resolve SaaS product issues for global B2B customers through technical troubleshooting and customer-first support.

India

Message

What I'm looking for

I'm looking for a SaaS or B2B support role where I can troubleshoot customer issues, collaborate with Product and Engineering teams, improve support processes, and deliver exceptional customer experiences across global support hours.

I've supported global B2B and SaaS customers at Punchh India and Jumio India, resolving software, account, application, and product issues through phone, email, and live chat.

At Punchh, I managed enterprise support cases across Salesforce, Zendesk, JIRA, Confluence, Freshdesk, and Postman. I investigated defects, validated APIs, coordinated with Product and Engineering teams, and maintained SLA standards and strong First Contact Resolution.

I improve support operations by documenting troubleshooting steps, maintaining knowledge base content, identifying recurring product issues, and sharing customer feedback for product and process improvements.

With 5+ years in SaaS product support, I bring a customer-first approach, clear communication, technical troubleshooting, and thoughtful escalation management to every customer interaction.

Experience

Work history, roles, and key accomplishments

Product Support Specialist

Punchh India Pvt. Ltd.

Dec 2021 - Nov 2025 (3 years 11 months)

Delivered technical support to enterprise customers via phone, email, and live chat, managing issues with Salesforce, Zendesk, JIRA, Confluence, Freshdesk, and Postman. Investigated product defects, performed API testing, and maintained high First Contact Resolution and SLA compliance.

Salesforce Zendesk Jira Confluence Freshdesk Postman API Testing Ticket Management Root Cause Analysis Escalation Management Knowledge Base Management Customer Experience First Contact Resolutions SLA Management Troubleshooting Technical Documentation

Customer Support Engineer

Jumio India Pvt. Ltd.

Oct 2018 - Jun 2021 (2 years 8 months)

Provided technical support to business customers via email and live chat, investigating software, account, and application issues. Managed incidents with Salesforce, Zendesk, JIRA, Confluence, and Postman, and created knowledge base articles.