Tushar Agrawal

I’m a results-driven Technical Support Specialist with 6+ years of progressive experience in L1/L2 application support, REST API troubleshooting, and enterprise SaaS platforms. I’ve built a track record of resolving complex API-flow and SQL-based investigation issues while keeping communication strong under SLA pressure.

In my current role, I deliver Tier1/Tier2 support for enterprise payroll and HRS SaaS, using complex SQL/MSSQL queries to investigate and resolve data discrepancies and application incidents. I’ve resolved 120+ weekly support tickets with 95–97% SLA compliance and contributed to 20% of the team’s productivity by improving first-pass reproduction accuracy. I also partner with Product and Engineering to identify, reproduce, and file detailed Jira bug reports, helping reduce recurring issue cycles.

Previously, I supported enterprise business users with 150+ weekly tickets while maintaining 95–97% SLA compliance, reducing recurring bugs through product improvement validation, and handling high-complexity tickets end-to-end. Earlier, as a primary escalation point, I troubleshot RESTful API integrations and SSL/TLS-secured data feeds using structured workflows and cURL-based request validation—earning multiple performance recognitions—plus earlier customer web and tech support for website edits and domain management.