jaswinder singh
@jaswindersingh3
L3 Technical Support expert specializing in SaaS troubleshooting and RCA.
IndiaWhat I'm looking for
I’m a performance-driven Technical Support Specialist with 11+ years of experience managing L1–L3 troubleshooting for enterprise software. I focus on diagnosing complex SaaS application issues, networking, and authentication flows, then turning findings into actionable RCA-driven outcomes.
At Cybage Software Pvt. Ltd., I orchestrate the L3 escalation queue for PerfectMind and perform deep-dive technical troubleshooting across multi-tier systems. I isolate root causes by reproducing customer issues, provide structured defect reports via Jira to Engineering teams, and reduce time-to-fix for critical bugs.
I also strengthen the support engine through knowledge management and process leadership—authored solution articles for L1/L2 teams, decreasing internal escalation rates by 15% while maintaining 98%+ SLA compliance. Beyond break-fix, I spearheaded RMA operations and quality control audits for a 10+ member team, delivered weekly status reporting, and mentored 15+ training sessions to improve L1 technical competency.
Experience
Work history, roles, and key accomplishments
Senior Process Analyst
Cybage Software Pvt. Ltd.
Jan 2016 - Present (10 years 4 months)
Orchestrated the L3 escalation queue for PerfectMind and performed deep-dive troubleshooting across multi-tier SaaS systems, isolating root causes and improving engineering defect turnaround. Authored technical solution articles for L1/L2 teams, decreasing internal escalation rates by 15% and maintaining 98%+ SLA compliance.
Technical Customer Service Executive
Tech Mahindra Business Services
Jan 2013 - Jan 2016 (3 years)
Resolved complex mobile connectivity and networking issues for international enterprise clients, including DNS/TCP-IP and firewall/VPN troubleshooting. Streamlined SaaS troubleshooting processes to reduce first-contact resolution time and mentored new hires on technical workflows.
Education
Degrees, certifications, and relevant coursework
Bundelkhand University
Bachelor of Computer Science, Computer Science
Earned a Bachelor of Computer Science degree from Bundelkhand University (Uttar Pradesh) in 2010.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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