Open to opportunities

Rishi Patel

@rishipatel1

Message

I resolve complex SaaS integrations, escalations, and enterprise application incidents.

India

Message

What I'm looking for

I'm looking to resolve complex SaaS application, integration, and customer escalation issues while collaborating closely with Product, Engineering, and Customer Success teams.

I've supported enterprise SaaS products at Entrust (Onfido) and Litera Microsystems, resolving API, SDK, authentication, and application issues for global B2B customers.

At Entrust, I investigate identity-verification incidents through Splunk logs, PostgreSQL queries in Looker, and API reproduction with Postman and cURL. I coordinate with Engineering and Product on high-priority escalations while maintaining SLA commitments and clear customer communication.

At Litera, I resolved approximately 95% of customer cases within SLA and helped reduce average issue turnaround time by nearly 20% through stronger triage and troubleshooting workflows.

My background also includes eDiscovery data analysis, healthcare EDI support, software deployments, and WordPress technical support. I bring hands-on SQL, REST and SOAP API troubleshooting, root cause analysis, documentation, and mentoring experience to complex support environments.

Experience

Work history, roles, and key accomplishments

L2 Customer Support Engineer

Entrust (Onfido)

Oct 2025 - Apr 2026 (6 months)

Provided Level 2 technical support for enterprise identity-verification SaaS, troubleshooting API integrations, SDK implementations, and verification workflows. Managed high-priority escalations and coordinated with Engineering and Product.

Level 2 Support SDK Splunk PostgreSQL Looker Postman CURL Jira Root Cause Analysis SLA Management

Senior Product Support Specialist

Litera Microsystems

Dec 2020 - Aug 2025 (4 years 8 months)

Delivered Level 1 and Level 2 support for enterprise SaaS used by global legal and corporate clients, acting as primary escalation point. Resolved ~95% of cases within SLA and improved turnaround time by nearly 20%.

Level 1 Support Level 2 Support Escalation Handling SQL PostgreSQL Log Analysis Salesforce Jira Confluence Root Cause Analysis SLA Management

Senior eDiscovery Data Analyst

Casepoint India Pvt. Ltd.

Nov 2019 - Sep 2020 (10 months)

Analyzed complex litigation and transactional datasets using SQL and data processing tools to support discovery deliverables. Investigated and resolved structured data processing issues impacting client timelines.

SQL Data Analysis Data Processing Data Integrity Indexing Validation Collaboration

EDI Support Analyst

Yosa Technology Solutions Pvt. Ltd.

May 2016 - Nov 2019 (3 years 6 months)

Provided Level 2 support for healthcare EDI transaction systems, troubleshooting claim rejections, ERA file issues, and payer connectivity failures. Supported SOAP API integrations and performed SQL investigations.

EDI Level 2 Support SOAP APIs SQL Troubleshooting Reporting Data Analysis

Software Deployment and Support

Magnitude Software

Feb 2015 - Apr 2016 (1 year 2 months)

Installed, configured, and supported enterprise software deployments, managing IIS configuration and application implementation troubleshooting. Automated tasks using Excel VBA and supported data migration.

Software Deployment IIS Configuration Troubleshooting VBA Data Migration Customer Onboarding

Web Technical Support Specialist

Templatic

Mar 2011 - Jan 2015 (3 years 10 months)

Provided technical support for WordPress-based products, investigating compatibility and functionality issues for global customers. Authored troubleshooting documentation to reduce repeat incidents.

WordPress Technical Support Troubleshooting Documentation