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jobseeker799 User

@jobseeker799user

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Senior Technical Support Engineer delivering high-volume, remote L2 support and strong CSAT.

India

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What I'm looking for

I seek 100% remote roles where I can apply technical L2 support, escalate effectively, improve processes, and grow into cloud/SaaS-focused responsibilities.

I am a Senior Technical Support Engineer with 5+ years supporting global customers across SaaS, IoT, hardware, and digital services at Amazon, Foyr, and Dell, consistently maintaining 95%+ CSAT in remote environments.

I independently resolve complex L2 escalations, manage high-volume caseloads (80+ cases/day), perform root cause analysis, and improve self-service documentation to reduce repeat tickets. I work async across APAC, US, and EU time zones and contribute structured feedback to engineering teams.

I am expanding into cloud technologies and SaaS tooling, actively pursuing AWS Cloud Practitioner and Google Cloud learning, and I seek remote roles where I can apply technical troubleshooting, escalation management, and process improvement to drive customer success.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Associate

Current

Amazon

May 2024 - Present (1 year 9 months)

Provide technical and account support for Alexa devices and Prime services, resolving 80+ customer cases per day while maintaining high CSAT in a fully remote environment and escalating complex issues to Tier-2 engineering with detailed reproduction steps.

Technical Troubleshooting Root Cause Analysis Escalations Zendesk Jira Salesforce Remote Support

Senior Technical Support Engineer

Foyr

Jan 2021 - Apr 2024 (3 years 3 months)

Delivered advanced support for a 3D design SaaS platform, managed 50+ concurrent customer accounts, reduced inbound tickets via improved self-service documentation, and performed root cause analysis to relay product feedback to engineering.

SaaS Support Onboarding & Customer Success Root Cause Analysis Documentation Confluence Notion Intercom

Technical Support Engineer

CGS (Dell Process)

Jan 2020 - Dec 2021 (1 year 11 months)

Resolved L2 escalations for Dell hardware and OS issues using remote diagnostics, driver troubleshooting, and coordinated hardware dispatches while de-escalating high-severity customer situations through rapid resolution protocols.

Windows Linux Remote Diagnostic Troubleshooting Escalations SLA Management Remote Support Documentation

Customer Support Engineer

Concentrix

Jan 2018 - Dec 2019 (1 year 11 months)

Provided multi-channel support for Axis Bank products, managed service requests and disputes per SLA, and maintained detailed records to ensure compliance and timely resolution of escalated cases.