At Vembu Technologies Pvt Ltd, I was the first point of contact for customer-reported issues on a web-based SaaS product. I triaged the daily ticket queue, resolved straightforward cases, and escalated complex issues to engineering with documented evidence.
I investigated a performance issue caused by a leaked PostgreSQL connection, using SQL queries to trace the root cause. I also tested REST APIs with Postman and built a Python utility that let customers run workflows using a CSV file.
While testing an unrelated feature, I found passwords and machine details written in plain text across multiple logs and flagged the security concern; it was fixed in the next release. I documented issues and resolutions in JIRA, kept response times within SLA targets, and wrote customer-facing knowledge base articles.
