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Karthi Keyan

@karthikeyan1

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Technical Support Engineer specializing in SaaS support, incident management, and process automation.

India

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What I'm looking for

I seek a role where I can improve SaaS reliability and customer success through incident management, automation, and cross-functional collaboration, with opportunities for growth and continuous learning.

I am a results-driven Technical Support Engineer with 3.5+ years of experience delivering application and cloud-based support for enterprise SaaS platforms across the APAC region. I specialize in incident management, root cause analysis, and process optimization, and have a track record of improving system uptime, accelerating resolution times, and maintaining high customer satisfaction.

I build and maintain SOPs, knowledge bases, and documentation, apply prompt engineering and workflow automation to reduce manual effort, and collaborate closely with QA and Product teams to deploy stable fixes. I hold a B.Tech and multiple certifications including AWS Cloud Practitioner Essentials, and I focus on continuous learning to enhance troubleshooting, reporting, and customer success outcomes.

Experience

Work history, roles, and key accomplishments

Technical Support Engineer

Solverminds Technologies Pvt. Ltd.

Apr 2022 - Sep 2025 (3 years 5 months)

Delivered application and cloud-based support for enterprise SaaS platforms across APAC, improving system uptime by 15% and maintaining 98% customer satisfaction; reduced incident resolution time by 25% through RCA and cross-functional collaboration.

SaaS Support Incident Management Root Cause Analysis Jira ServiceNow SQL Workflow Automation

Education

Degrees, certifications, and relevant coursework

Periyar Maniammai University

Bachelor of Technology, Civil Engineering

2013 - 2017

Grade: 7.45

Completed a Bachelor of Technology in Civil Engineering with a CGPA of 7.45, focusing on core civil engineering principles and applied problem solving.