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priyanka nath

@priyankanath

Message

I lead global technical support teams, automate operations, and resolve critical SaaS escalations within SLA.

India

Message

At BlueStacks, I lead technical support operations for a 15-engineer global team, automating Zendesk workflows to reach roughly 70% ticket auto-resolution and improving CSAT by 25%.

I've spent 10 years resolving complex SaaS, enterprise software, and gaming-platform issues across BlueStacks, Honeywell, Adobe, and Convergys. I build escalation processes, root-cause defects with Engineering and QA, and turn postmortem findings into lasting workflow, SOP, and knowledge-base improvements.

Experience

Work history, roles, and key accomplishments

Current

Lead, Technical Support

Current

BlueStacks

Feb 2024 - Present (2 years 7 months)

Automated Zendesk workflows to lift ticket auto-resolution to ~70%, cut agent handling time, and drove a 25% CSAT gain. Rebuilt escalation ownership and communication standards across a 15-engineer global team, closing 95% of critical/high-severity issues within SLA.

Zendesk Jira SQL AWS Escalation Management Root Cause Analysis SLA Management Team Leadership Knowledge Management Agile Scrum

Senior Member of Technical Staff

BlueStacks

Jan 2022 - Jan 2024 (2 years)

Owned the most complex technical escalations across global markets, sustaining SLA commitments while ticket complexity and volume scaled. Partnered with Engineering and QA to root-cause high-complexity defects, reducing recurrence.

Escalation Management Root Cause Analysis SLA Management Technical Communication

Member of Technical Staff

BlueStacks

Dec 2019 - Jan 2022 (2 years 1 month)

Diagnosed and resolved application crash, performance, and compatibility issues across multiple regions, holding SLA commitments as ticket volume scaled.

Technical Support Troubleshooting SLA Management Application Performance

Lead Customer Experience Specialist

Honeywell

Jun 2019 - Dec 2019 (6 months)

Owned order lifecycle and issue resolution in SAP across Supply Chain, Logistics, and Sales, keeping procurement timelines on track and eliminating fulfillment surprises for stakeholders.

SAP Order Management Supply Chain Customer Experience