Siva Balan
@sivabalan
Lead Solution Engineer helping SaaS teams scale customer engagement with Intercom through migrations and integrations.
IndiaWhat I'm looking for
I help SaaS companies design and implement scalable customer engagement solutions using Intercom, specializing in complex migrations, integrations, and product-led growth use cases. As a Lead Solution Engineer, I lead a team of 4 specialists and partner with customers to design, implement, and optimize engagement workflows.
I’ve delivered 100+ Intercom implementations and 10+ large-scale data migrations, ensuring customers successfully onboard, scale, and optimize support and engagement operations. Previously at Freshworks, I was promoted to Level 2 support and managed 20+ high-MRR accounts, resolving complex issues and earning the Customer Wow Champion award, while also mentoring 3+ team members.
Experience
Work history, roles, and key accomplishments
Lead Solution Engineer
SaasGenie
Jan 2024 - Present (2 years 2 months)
Led a team of 4 specialists delivering Intercom solutions, partnering with customers to design, implement, and optimize engagement workflows. Delivered 100+ Intercom implementations and 10+ large-scale data migrations, improving onboarding and scaling for support and engagement operations.
Technical Account Manager
Freshworks
Jan 2021 - Jan 2024 (3 years)
Promoted to L2 to resolve complex technical issues for Freshservice in close collaboration with engineering. Managed 20+ high-MRR accounts (up to $10K), handled 6,000+ tickets and 1,000+ chats, and earned the Customer Wow Champion award.
Education
Degrees, certifications, and relevant coursework
SASTRA University
Bachelor of Technology, Support, Automation, and Routing
2017 - 2021
Grade: CGPA: 6.58
Earned a Bachelor of Technology focused on support, automation, and routing. Achieved a CGPA of 6.58.
Campion Anglo Indian School
SSLC & HSC, Secondary Education
2003 - 2017
Grade: HSC: 90% | SSLC: 92.8%
Completed secondary education (SSLC and HSC) at Campion Anglo Indian School. Scored 92.8% (SSLC) and 90% (HSC).
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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