Shambhavi Kalkundri
@shambhavikalkundri
Customer Success & Solutions Engineer optimizing B2B SaaS support through API debugging and automation.
IndiaWhat I'm looking for
I’m a customer-focused SaaS professional with 3+ years of experience in B2B SaaS, eCommerce, Product Information Management (PIM), technical support, merchant onboarding, and workflow automation. I’m known for resolving production issues, debugging APIs, and improving customer experience through efficient, SLA-driven issue resolution.
In my current role as a Customer Success Engineer (Customer Engineering) at Gokwik, I resolve 30+ merchant technical support tickets daily via Freshdesk while maintaining less than 10 minutes First Response Time (FRT) for tickets and 30-second for chats. I collaborate with product, engineering, and operations teams to unblock escalations, build Freshdesk-Slack automation using Python and APIs, and create knowledge base articles and documentation that reduce training gaps and recurring issues.
Experience
Work history, roles, and key accomplishments
Customer Success Engineer
Gokwik
Jul 2025 - Present (11 months)
Resolved 30+ merchant technical tickets daily in Freshdesk while maintaining under 10 minutes FRT for tickets and ~30 seconds for chats. Supported checkout payment and login workflows, collaborated on escalated production issues, and built Freshdesk-Slack automation to improve SLA tracking and reduce escalations.
Solutions Engineer
Netcore UNBXD Software Pvt Ltd
Sep 2023 - Jul 2025 (1 year 10 months)
Managed PIM for enterprise B2B eCommerce clients and supported integrations across Shopify, Magento, Amazon, and eBay marketplaces. Performed root-cause analysis, debugging, and pre/post-release testing, partnering with engineering and QA to troubleshoot production issues and improve system performance.
Solutions Engineer Trainee
Netcore UNBXD Software Pvt Ltd
Feb 2023 - Aug 2023 (6 months)
Built and tested internal features supporting eCommerce workflows, with hands-on experience in Product Lifecycle Management (PLM). Contributed to quality-focused delivery by developing components and validating functionality during internal project work.
Education
Degrees, certifications, and relevant coursework
K.L.S. Gogte Institute of Technology
Bachelor of Engineering (B.E.), Electronics and Communication Engineering
2019 - 2023
Grade: CGPA: 8.82
Completed a Bachelor of Engineering (B.E.) in Electronics and Communication, graduating with a CGPA of 8.82.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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