Pradeep J

I’m a Technical Support Engineer and the first point of contact for customer-reported issues on a global B2B SaaS platform. For 3+ years, I’ve focused on understanding customer requirements, coordinating with technical teams, and getting issues resolved with clear, customer-friendly communication.

I troubleshoot and diagnose problems methodically, recognizing recurring error patterns and risks before they escalate. I track and manage customer cases via Jira, ServiceNow, and Freshdesk, maintaining 100% SLA adherence across 24x7 operations.

I also strengthen team consistency through documentation and training. I’ve authored 10+ SOPs and knowledge-base articles adopted team-wide, and I work to improve how we handle incoming cases—partnering on triage workflows that reduced repeat contacts (~20%) and improved response times (~18%).

I’m self-motivated, organized, and comfortable working both independently and with cross-functional teams. I take pride in zero escalation rework and owning outcomes on escalated cases, with a strong customer-first mindset and attention to detail.