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santosh User

@santoshuser1

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Dynamic Technical Support Engineer with 7+ years of experience.

India

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What I'm looking for

I am looking for a role that offers opportunities for growth, a collaborative environment, and the chance to leverage my technical skills to enhance customer experiences.

I am a dynamic and results-driven Technical Support Engineer with over 7 years of experience in supporting enterprise-level applications and systems across SaaS, industrial software, and CRM platforms. My expertise lies in troubleshooting, customer communication, and cross-functional coordination, which has allowed me to excel in various technical environments. I have a proven track record of managing escalations and resolving critical issues under pressure, ensuring that clients receive the highest level of service.

Throughout my career, I have developed strong technical skills in Windows Server environments, SQL, API logs, and scripting (T-SQL, VBA). I am certified in ITIL V4 CDS, which has equipped me with the knowledge to optimize service delivery efficiency. I am passionate about leveraging my technical and client-facing skills to contribute to IBM’s global support operations, where I can continue to grow and make a significant impact.

Experience

Work history, roles, and key accomplishments

Senior Technical Support Engineer

dataPARC (Subsidiary of Voith Group)

Feb 2025 - Present (5 months)

Served as primary contact for technical support cases, providing assistance via phone/email to enterprise clients. Troubleshot complex issues in dataPARC software on Windows Server environments, working closely with customer teams.

Windows Server SQL Power BI T SQL VBA ITIL V4 CDS Troubleshooting

Technical Customer Support Engineer

Sense

Jun 2022 - Present (3 years 1 month)

Developed and revised knowledge base articles to facilitate customer comprehension of the product, updating support documentation for internal teams. Managed Zendesk ticketing system support queue, enhancing support processes through automation and macro design.

Zendesk Automation Macro Design Knowledge Base Systems Customer Support Vendor Management Zoom)

Senior Technical Support Engineer

Froogal

Sep 2019 - Present (5 years 10 months)

Developed solutions based on detailed technical specifications, managed the installation of application software and deployment of customizations. Resolved complex L1 & L2 issues promptly, addressed customer inquiries and effectively communicated the features and capabilities of widgets.

SaaS Customer Feedback Analysis Application Software Installation Customization Deployment

Technical Support Engineer

Cozy Infosystems Pvt. Ltd.

Apr 2018 - Present (7 years 3 months)

Managed program modules, provided comprehensive operational support, proactive problem resolution and ongoing maintenance & enhancements. Assisted in SQL Database Administration tasks, including Installation, Configuration, Backup & Recovery, to support efficient database management.

Database Administration Network Equipment Maintenance software upgrades Technical Support Competitive Analysis

Education

Degrees, certifications, and relevant coursework

PIEM

B. Tech., Computers

Completed a Bachelor of Technology in Computers, focusing on various aspects of computer science and engineering. Gained foundational knowledge and practical skills in the field.

Teegala Krishna Reddy Engineering College

Diploma, Computer Science Engineering

Obtained a Diploma in Computer Science Engineering, building a strong base in computer science principles. Developed practical skills through coursework and projects.