Tushar Hedau
@tusharhedau
I lead product support investigations, AI automation, and engineering collaboration to improve product quality.
IndiaWhat I'm looking for
At Rippling Finance, I lead investigations across Business Banking, Procurement, Bill Pay, Corporate Cards, Expense Intelligence, and Accounting Integrations. I've handled 300+ engineering escalations and triaged 1,200+ Jira tickets while maintaining a 96%+ triage SLA.
I use customer trends and root-cause analysis to turn recurring issues into product improvements. I've identified 25+ recurring issues, contributed to 15 improvements, reduced the NFE rate by 18%, and built six AI-powered workflows that save 20+ hours of manual investigation each month.
I've also mentored 8+ Product Support Specialists, authored 50+ Help Centre articles and 10+ Confluence playbooks, and strengthened investigation quality through coaching and documentation.
My background spans technical SaaS support, incident response, Spend Management, accounting integrations, API debugging, and cross-functional work with Product and Engineering. I focus on making support insights actionable, engineering handoffs clearer, and customer experiences more reliable.
Experience
Work history, roles, and key accomplishments
Lead investigations for 300+ engineering escalations across Rippling Finance, partnering with Engineering and Product to identify root causes and accelerate resolution. Spearheaded AI adoption by designing six AI-powered workflows, saving 20+ hours of manual investigation monthly.
Mentored and onboarded 8+ Product Support Specialists, accelerating ramp-up through structured coaching and technical guidance. Authored 50+ Help Centre articles and 10+ internal Confluence playbooks to improve knowledge accessibility and investigation consistency.
Product Support Specialist
Appitsimple Infotek Private Limited
Jun 2024 - Present (2 years 2 months)
Delivered technical product support to customers across 80+ countries through chat, calls, and screen-sharing, maintaining high customer satisfaction. Resolved the majority of customer issues during first interaction by combining product knowledge with effective troubleshooting.
Resolved complex technical issues across chat, email, and video support while maintaining a 98%+ CSAT. Investigated and collaborated with Engineering on 100+ product defects, contributing to bug fixes and product enhancements.
Executive - Customer Support Associate
Hexaware Technologies Limited
Jun 2023 - Jun 2024 (1 year)
Delivered customer support for US-based customers while maintaining high customer satisfaction. Consistently achieved first-contact resolution and quality targets.
Communications Associate
Futwork.com
Feb 2021 - Dec 2022 (1 year 10 months)
Delivered customer outreach across 45+ projects for clients including Times Internet, UpGrad, Yocket, and Leap Scholar. Developed strong customer communication and stakeholder management skills in a remote environment.
Education
Degrees, certifications, and relevant coursework
Tirpude Institute of Management Education
Bachelor of Commerce, Computer Applications
2021 - 2024
Grade: A+ First Division Distinction, CGPA 9.0
Bachelor of Commerce in Computer Applications with A+ First Division Distinction and a CGPA of 9.0.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
Interested in hiring Tushar?
You can contact Tushar and 90k+ other talented remote workers on Himalayas.
Message TusharGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
