Meetsimar Kaur

Technical Customer Success and Support professional with a Software Development background, combining database, API, and cloud literacy with enterprise-grade, client-facing expertise. Proven track record of managing technical escalations, accelerating user onboarding, and translating complex software concepts into business value. Adept at driving product adoption, managing high-stakes client relationships, and collaborating with engineering teams.

Technical Support Specialist at Kubetools Technologies Inc. (2024-05 – 2024-12)

• Managed 35+ high-priority technical support cases daily across multichannel queues, consistently exceeding SLA response and resolution targets by 12%.
• Resolved 75% of tier-1 and tier-2 incidents without escalation by performing root-cause analysis across APIs, SaaS platforms, and authentication systems, directly minimizing enterprise customer downtime.
• Authored 20+ standardized troubleshooting playbooks in Jira/Confluence, streamlining team knowledge-sharing and reducing repeat customer escalations by an estimated 15%.
• Owned complex customer escalations, translating intricate system bugs into clear action steps for engineering teams while providing transparent, non-technical status updates to enterprise clients.

Supported Learning Groups Leader at Seneca Polytechnic – Learning Centre (2025-01 – 2025-04)

• Designed and facilitated weekly technical enablement workshops for cohorts of 20–30 students, breaking down complex programming and system architectures into digestible, actionable concepts.
• Onboarded and trained 50+ users on technical tools and debugging workflows, lowering onboarding friction and fostering self-service troubleshooting capability.
• Created reusable documentation and code-scripting guides, reducing recurring user inquiries by 30% and building a scalable self-service repository.

Shift Supervisor at Tim Hortons (2022-05 – 2026-04)

• De-escalated complex, high-pressure customer complaints in real-time, securing customer retention and maintaining service quality metrics.
• Managed operational workflows and a team of 20+ staff members, balancing resource allocation to ensure prompt delivery under tight time constraints.

Honours Bachelor of Technology in Software Development – Seneca Polytechnic (2021-09 – 2025-10)