J cushen Kumar

I’m a Customer Support Engineer with experience providing global technical support for enterprise customers, currently supporting Autodesk customers worldwide through voice and chat-based incident resolution. I focus on SLA-driven performance and customer satisfaction, handling everything from ticket lifecycle and incident tracking to password and access management.

In my roles, I manage incident resolution using Salesforce, ServiceNow, Wolken, Ops Hub, and Jira—staying on top of MTTA, MTTR, FTR, and CSAT targets while performing end-to-end troubleshooting and root cause analysis. I also generate performance and trend reports to identify improvements, and I’ve been recognized as a top performer who mentors new team members and serves as a backup Subject Matter Expert (SME).

Before customer support operations, I worked in global sourcing operations for chemical manufacturing clients, coordinating workflows, validating client data, and resolving queries within SLA timelines using Cority. Today, I’m also expanding into digital and inside sales execution—owning the end-to-end sales cycle, maintaining CRM pipeline hygiene, and finding upsell and cross-sell opportunities with a value-based approach.