Open to opportunities

Priyanshu Pandey

@priyanshupandey1

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Experienced Product Support Engineer with a focus on customer satisfaction.

India

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What I'm looking for

I am looking for a role that values collaboration and innovation, where I can leverage my technical skills to enhance customer satisfaction and drive product improvements.

With around 6 years of experience as a Senior Product Support Engineer and Technical Support Analyst, I have successfully managed enterprise accounts and led high-performing teams. My expertise lies in technical documentation, dashboard creation, and ensuring better ticket tracking while providing end-to-end support to users across multiple platforms. In just 12 weeks, I improved customer satisfaction by 15% and reduced costs by 10%.

Currently, I work at Multiplier as a Product Support Engineer, where I manage support tickets, automate processes, and collaborate with cross-functional teams to implement product improvements. My previous roles at Sidepanda and SaaS Labs have honed my skills in troubleshooting, user support, and technical analysis, allowing me to deliver exceptional service and enhance product usability. I am passionate about leveraging technology to streamline operations and improve customer experiences.

Experience

Work history, roles, and key accomplishments

Current

Product Support Engineer

Current

Multiplier

Apr 2024 - Present (1 year 3 months)

Effectively managed support tickets, ensuring strict adherence to SLAs while maintaining clear communication with end-users. Spearheaded the creation of a custom in-house integration using Zendesk and JIRA APIs in collaboration with the Engineering team, reducing manual effort and saving crucial hours in ticket creation workflows.

Zendesk Jira Grafana Data Pipelines Invoicing SLA Management Root Cause Analysis Process Automation

Senior Product Support Engineer

Sidepanda

Oct 2022 - Present (2 years 9 months)

Spearheaded support initiatives, ensuring proactive testing of new features across multiple platforms, providing valuable feedback to enhance system robustness and user experience. Managed enterprise accounts in the US and EMEA markets, facilitating seamless onboarding and setup processes to maximize user satisfaction.

Technical Support Troubleshooting SLA Management Technical Documentation User Experience Enterprise Account Management

Senior Technical Support Analyst

SaaS Labs

Nov 2020 - Present (4 years 8 months)

Handled key accounts with finesse, promptly addressing and reporting concerns to ensure exceptional customer satisfaction. Mastered troubleshooting across various devices and platforms including macOS, Windows, Android, iOS, and iPadOS, ensuring seamless user experiences.

Troubleshooting API Testing Zapier Technical Support Customer Satisfaction

Technical Support Engineer

Electronic Arts (EA)

Jan 2020 - Present (5 years 6 months)

Served as a pivotal link between end-users and the development team, facilitating swift resolution of technical issues and ensuring seamless user experiences. Leveraged extensive gaming experience for testing purposes, meticulously identifying and reporting bugs to the product team to enhance game performance.

Technical Support Bug Reporting Data Security GDPR Hardware Testing Account Management

Selling Partner Specialist - Data Operations

Amazon

Jan 2019 - Present (6 years 6 months)

Acquired in-depth knowledge of IT retail processes, enabling me to understand and address the unique data requirements of Amazon sellers. Partnered with Amazon sellers to analyze their data requirements and develop tailored strategies to maximize profitability.

Data Analysis Retail Processes

Education

Degrees, certifications, and relevant coursework

ABESIT

Bachelor of Technology, Electronics and Communications Engineering

Grade: 7.4

Completed a Bachelor of Technology in Electronics and Communications Engineering. Gained foundational knowledge in electronics and communication principles.

Ingraham Institute English School

Indian School Certificate, Science and Physical Education

Grade: 7.8

Obtained an Indian School Certificate with a focus on Science and Physical Education. Developed a strong academic foundation in scientific principles.

Ingraham Institute English School

Indian Certificate for Secondary Education, Science and Computer Application

Grade: 8.6

Achieved an Indian Certificate for Secondary Education with concentrations in Science and Computer Application. Acquired fundamental knowledge in scientific concepts and computer applications.