Swadhin Paul
@swadhinpaul1
I build AI-powered support automation and resolve complex SaaS, API, and telecom platform issues.
IndiaWhat I'm looking for
At Plivo, I support enterprise customers across APAC, EMEA, and the US, resolving complex API, SDK, SIP/VoIP, WebRTC, cloud, and Linux issues in a high-availability SaaS environment.
I've built production AI automations using OpenAI, Pinecone, n8n, Zapier, Zendesk, PostgreSQL, Redshift, and internal APIs. These include a 96%-accurate sentiment workflow, a 92%-accurate ticket categorizer, and an automated ticket response system with 100% accuracy that improved first-response resolution by 4% and eliminated first-response SLA breaches.
I also own quality through audits, Zendesk administration and dashboards, training, documentation, escalation management, and SME guidance. I've maintained over 98% quality scores, 100% SLA compliance, and 100% CSAT while leading junior engineers on automation initiatives.
Experience
Work history, roles, and key accomplishments
Senior Technical Product Support Engineer and Quality Analyst
Jan 2025 - Jun 2026 (1 year 5 months)
Provided enterprise support for high-availability SaaS and telecom platforms, troubleshooting APIs, SIP/VoIP, and WebRTC issues. Built AI-powered automation workflows to improve response accuracy and reduce manual support effort.
Education
Degrees, certifications, and relevant coursework
SRM Institute of Science & Technology
Bachelor of Technology, Electrical & Electronics Engineering
Grade: 8.13/10
Completed B.Tech in Electrical & Electronics Engineering with a GPA of 8.13/10.
Availability
Location
IndiaAuthorized to work in
Job categories
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