Vaibhav Kadam
@vaibhavkadam
I lead enterprise SaaS escalations and major incidents across EMEA and North America.
IndiaWhat I'm looking for
At Acoustic, I own technical service delivery for eight enterprise accounts totaling $4M in combined ACV across EMEA and North America. I serve as the Tier-3 escalation owner and P1/Sev1 incident manager, driving recovery plans, cross-team urgency, and customer communication through resolution.
I troubleshoot REST API behavior, JSON payloads, HTML/CSS/JavaScript rendering, marketing automation logic, and deliverability issues to root cause. I also directed Acoustic's Salesforce-to-Zendesk migration, redesigning case workflows and creating runbooks used by the support organization.
I've trained 23 support engineers, built QA and RCA frameworks, and turned escalation trends into playbooks and SOPs that standardize triage across support, engineering, and product.
Experience
Work history, roles, and key accomplishments
Owns contracted technical service delivery for 8 enterprise accounts with $4M combined ACV, serving as Tier-3 escalation owner and P1/Sev1 incident manager. Led Salesforce-to-Zendesk migration and trained 23 support engineers.
Managed enterprise client onboarding, adoption, and ongoing service delivery
Owned issue resolution and SLA adherence across customer accounts
Supported enterprise security platforms including Endpoint Protection, DLP, Email Security, and Proxy solutions.
Acted as SME for escalations and complex customer issues in production environments.
Provided onboarding, training, QA reviews, and interim team leadership support.
Worked as Customer Care Associate at Amazon.
Worked as Customer Care Agent at Teleperformance India.
Education
Degrees, certifications, and relevant coursework
Mahatma Gandhi Mission's College of Engineering, Nanded
Bachelor of Engineering, Computational Science
Mahatma Gandhi Mission's COE, Nanded
Bachelor of Engineering - BE, Computer Science
2011 - 2017
MGM's College of Engineering, Nanded
Bachelor of Engineering, Computer Science
Bachelor of Engineering in Computer Science from MGM's College of Engineering, Nanded, completed in 2017.
Lokmanya Tilak Mahavidyalaya, Warora
Higher Secondary Certificate, Computer Science
2009 - 2011
Completed Higher Secondary Certificate (HSC) with a focus on Computer Science from 2009 to 2011.
Lokmanya Tilak Mahavidyalaya, Warora
HSC, Computer Science
2009 - 2011
St. Anne's High School, Yensa
Primary Education, General Studies
1997 - 2009
Completed primary education from 1997 to 2009.
St. Anne's High School, Yensa
1997 - 2009
Primary Education
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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