Ritesh Ojha
@riteshojha
I resolve complex SaaS product issues, maintain SLAs, and improve support operations across global markets.
IndiaWhat I'm looking for
At Instem, I troubleshoot complex SaaS product issues while maintaining SLA compliance across US, UK, and APAC markets. I serve as the subject matter expert for the Statistics reporting module in Provantis research software.
I partner with Engineering, Product, and QA to identify root causes, document reproducible software faults, and support permanent fixes. I also provide tier 3 escalation support, mentor a 15-member team, and train new joiners on product modules and troubleshooting practices.
Previously at Cybage Software, I managed high-volume enterprise software support across email, chat, and phone, collaborated with global development teams on bug resolution, and trained more than 15 new team members. I improved ticket categorization and routing to strengthen productivity and response times.
At Amazon, I handled high-priority customer escalations in the Specialty Team, resolving 30+ issues daily and supporting frontline associates with complex cases. I bring a customer-focused approach to technical troubleshooting, documentation, process improvement, and team enablement.
Experience
Work history, roles, and key accomplishments
Support Analyst
Instem
Sep 2022 - Aug 2026 (3 years 11 months)
Provided tier 3 support for SaaS products, troubleshooting complex issues and maintaining SLA compliance. Served as subject matter expert and trained new joiners on product modules.
Technical Support Executive
Cybage Software
Jan 2021 - Jun 2022 (1 year 5 months)
Managed high-volume technical support for enterprise software, meeting SLA targets across email, chat, and phone. Trained new team members and implemented process improvements for ticket handling.
Handled complex, high-priority customer escalations in a fast-paced e-commerce environment. Resolved 30+ customer issues daily and mentored frontline associates on best practices.
Education
Degrees, certifications, and relevant coursework
Faculty of Management Studies, University of Delhi
Master of Business Administration (MBA), Business Administration, Management and Operations
Pursuing an MBA with a focus on Business Administration, Management, and Operations, expected to complete in July 2027.
Savitribai Phule Pune University
Bachelor of Engineering, Computer Engineering
Bachelor of Engineering in Computer Engineering from Savitribai Phule Pune University, completed in 2016.
LinkedIn Learning
Develop Critical-Thinking, Decision-Making, and Problem-Solving Skills, Critical Thinking
Completed a certification in developing critical-thinking, decision-making, and problem-solving skills.
Coursera
Introduction to Prompt Engineering for Generative AI, Generative AI
Completed a certification in introduction to prompt engineering for generative AI.
DeepLearning.AI
ChatGPT Prompt Engineering for Developers, Prompt Engineering
Completed a certification in ChatGPT prompt engineering for developers.
Amazon
Information Management For New Hires, Information Management
Completed a certification in information management for new hires.
Amazon
Information Security Awareness For New Hires, Information Security
Completed a certification in information security awareness for new hires.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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