Open to opportunities

Namrata User

@namratauser2

Customer Support Engineer with 10+ years in SaaS support, SQL troubleshooting, and API testing—driving SLA performance and CSAT.

India

Message

What I'm looking for

I’m looking for a remote-friendly SaaS support role where I can own technical troubleshooting, run API/SQL tests with Postman, resolve within SLA, and continuously improve CSAT through clear escalations and strong customer onboarding.

I’m a Customer Support Engineer with 10+ years of SaaS experience, specializing in troubleshooting, SQL-based issue analysis, and API testing. I’m known for resolving issues within SLA, improving CSAT, and partnering with engineering teams to drive lasting fixes.

In recent roles, I’ve onboarded 15–25 clients/month and improved adoption by 40%, while maintaining 90%+ issues resolved within SLA. I’ve also strengthened customer outcomes through high-volume query handling, improved response times, and continuous account management across support and customer relationship roles.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Engineer

Current

Contractzy

Jan 2026 - Present (4 months)

Onboarded 15–25 clients/month, improving adoption by 40%, while resolving 90%+ issues within SLA. Performed API testing and collaborated with engineering teams to drive faster issue resolution.

SQL API Testing Postman Troubleshooting SLA Management Jira CRM Support Customer Onboarding

Customer Relationship Executive

Anant Infomedia

Jan 2022 - Jan 2024 (2 years)

Managed 30+ accounts and improved response time by 25%. Focused on consistent communication and faster issue turnaround to support ongoing retention.

Account Management Customer Support CRM Tools Troubleshooting Jira

Customer Relationship Manager

Evobi Automation

Jan 2021 - Jan 2022 (1 year)

Improved customer satisfaction by 20% through proactive support and issue resolution. Worked to strengthen customer relationships and reduce friction in support workflows.

Customer Satisfaction Customer Support Relationship Management CRM Tools Troubleshooting SLA Management Jira Reporting

Customer Service Associate

IFB

Jan 2018 - Jan 2021 (3 years)

Handled 100+ calls/day with 95% resolution to ensure timely customer issue resolution. Maintained service quality while managing high-volume support interactions.

Customer Service Troubleshooting SLA Management CRM Tools Reporting

Software Engineer

Senena Software

Jan 2015 - Jan 2018 (3 years)

Improved database performance by 30% by optimizing system behavior and addressing performance bottlenecks. Supported reliable operation by diagnosing issues and improving efficiency.

SQL Database Optimization Troubleshooting Performance Optimization Debugging API Testing Jira Technical Support

Customer Retention Executive

Deltatech Gaming

Jan 2024 - Present (2 years 4 months)

Handled 80–120 queries daily with 90%+ resolution and maintained 92%+ CSAT. Managed customer interactions to reduce repeat issues and improve satisfaction.

Customer Support Troubleshooting SLA Management CSAT CRM Tools Query Management Reporting Jira