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Samuel User

@samueluser37

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Application Support Lead at Tekion India who reduced recurring incidents by 20% and improved CSAT by 12%.

India

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What I'm looking for

I’m seeking a remote Technical Support Engineer, L2/L3 Support Engineer, Application Support Engineer, or Technical Support SME role. I’m open to US/UK-aligned and international support shifts.

At Tekion India Pvt Ltd, I provided L2/L3 support for global dealership customers and served as an L2 SME for complex application issues. My work on recurring issues contributed to a 20% reduction in incidents.

I led a 10-member application support team, managed complex tickets and escalations within SLA timelines, and partnered with product and account management teams. I also improved Zendesk tagging and ticket workflows, contributing to a 12% improvement in CSAT.

Earlier, I supported IDrive and RemotePC at IDrive India Pvt Ltd and monitored Xbox platform performance at Tech Mahindra, coordinating incident analysis with vendors and internal teams. I’m continuing hands-on development in cloud platforms, Python, SQL, and technical support, and am seeking a remote L2/L3 technical support, application support, or technical support SME role.

Experience

Work history, roles, and key accomplishments

Application Support Lead

Tekion India Pvt Ltd

Jan 2019 - Dec 2024 (5 years 11 months)

Provided L2/L3 application support for global dealership customers and led a team of 10 support analysts. Conducted root cause analysis and improved ticket workflows, contributing to a 20% reduction in recurring incidents and a 12% improvement in CSAT.

L2 L3 Support Application Support Incident Management Root Cause Analysis SLA Management Zendesk Jira Team Leadership Mentorship Escalation Management Cross functional Coordination

Backup Support Analyst

IDrive India Pvt Ltd

Jan 2018 - Dec 2019 (1 year 11 months)

Provided technical support for cloud backup and remote-access products, troubleshooting customer issues and analyzing support-ticket trends to inform product improvements.

Technical Support Cloud Backup Remote Access Troubleshooting Ticket Analysis Customer Support

Business Analyst - Incident Management

Tech Mahindra

Jan 2016 - Dec 2018 (2 years 11 months)

Monitored Xbox platform performance indicators and coordinated incident impact analysis across internal teams, vendors, and stakeholders to support timely resolution.

Incident Management Performance Monitoring Vendor coordination Stakeholder Communication incident analysis Reporting