Open to opportunities

Sudhamani R M

@sudhamanirm

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Technical Support Engineer delivering end-to-end SaaS troubleshooting with strong SLA and CSAT results.

India

Message

What I'm looking for

I’m looking for a remote or hybrid role where I can own SaaS support end-to-end—triaging tickets, diagnosing complex API/config issues, and collaborating with Engineering to improve reliability while maintaining strong SLA and CSAT.

I’m a results-driven Technical Support Engineer with 2+ years of experience providing end-to-end SaaS product support. At Khoros India R&D Pvt. Ltd., I resolved 95% of assigned tickets within SLA and helped improve CSAT by 15% through hands-on troubleshooting of application, API, and configuration issues.

I specialize in diagnosing complex software problems using Jira, Salesforce, Sumo Logic, and Confluence. I troubleshoot API payloads, HTTP error codes, and authentication/SSO setup, and I execute SQL queries to validate data integrity and support backend debugging. I also author internal knowledge base articles, reducing repeated queries by 25%.

I partner closely with Engineering and Product teams to validate bugs and support faster patch releases and product stability, including live troubleshooting sessions with Customer Success and TAM. Earlier, as a Developer Intern, I built a Twitter-like application using Java 8, Dropwizard, and Spring, automated unit testing with Mockito, and helped keep CI/CD pipelines stable via Jenkins. I’m open to remote or hybrid opportunities where I can deliver technical excellence across distributed teams.

Experience

Work history, roles, and key accomplishments

Associate Technical Support Engineer

Khoros India R&D Pvt. Ltd.

Feb 2023 - Jul 2025 (2 years 5 months)

Served as first-line technical escalation for Khoros platform users, resolving 95% of assigned tickets within SLA. Managed SaaS application/API and configuration issues, improving CSAT by 15%, and reduced repeat customer queries by 25% through knowledge base documentation.

Technical Support Jira Salesforce Knowledge Base

Developer Intern

Khoros India R&D Pvt. Ltd.

Oct 2021 - Jul 2022 (9 months)

Built a Twitter-like application using Java 8 with Dropwizard and Spring, and improved reliability by automating unit tests with Mockito (30% fewer regression defects). Deployed production builds with Jenkins to maintain stable CI/CD pipelines and documented Slack/notification integrations for cross-team clarity.

Java 8 Spring Framework Dropwizard Mockito Unit Testing Jenkins CI CD