Riddhi Ladani
@riddhiladani
Product support engineer ensuring timely SLA-driven issue resolution.
IndiaWhat I'm looking for
I am a Product Support Engineer with 4+ years supporting web and enterprise platforms across Banking, Insurance, and Job Portal domains, delivering Level 1 and Level 2 support, API troubleshooting, deployment validation, and SLA-compliant ticket resolution.
I collaborate closely with clients and development teams to diagnose root causes, log detailed defects with reproduction steps, and communicate clear workarounds and status updates; I have experience with Freshdesk, ServiceNow, Jira, Postman, and monitoring tools, and I am actively expanding my backend development skills.
Experience
Work history, roles, and key accomplishments
Product Support Engineer
Resource Dekho IT Services
Nov 2022 - Present (3 years 4 months)
Provided Level 1 and Level 2 product support for job portal and enterprise platforms, resolving API and production issues to meet SLA/TAT targets and improving client satisfaction for banking and B2B integrations.
Product Support Associate
Automation Test Hub
Mar 2020 - Sep 2021 (1 year 6 months)
Provided application support and manual testing, analyzed user-reported issues, verified fixes prior to release, and collaborated with development teams to ensure timely defect resolution.
Intern (QA & Support)
SteephGraph Systems
Mar 2019 - Jan 2020 (10 months)
Assisted in application testing and basic product support, tracked defects, supported issue resolution, and participated in technical training on Java, JSON, and frontend technologies.
Education
Degrees, certifications, and relevant coursework
Gujarat Technological University
Bachelor of Technology, Computer Engineering
2012 - 2016
Grade: CGPA: 8.14
Completed a B.Tech in Computer Engineering with a focus on software testing and support; achieved CGPA 8.14.
Gujarat Technological University
Diploma, Computer Engineering
2010 - 2013
Grade: CGPA: 8.34
Completed a Diploma in Computer Engineering with emphasis on foundational programming and web technologies; achieved CGPA 8.34.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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