Prabhat Ranjan

Experienced Customer Support Engineer with over 8 years of expertise in product support, specializing in L3 support, CRM/ERP integrations, and e-commerce platforms. Deep knowledge in Root Cause Analysis (RCA), API troubleshooting, and critical incident management (Severity 1). Proven track record of close collaboration with engineering teams to resolve complex technical challenges in cloud environments.

Support Engineer (L3) – B2C Commerce Cloud - Salesforce Inc. - Berlin, DE

(2017-09 - 2021-11)

Responsible for technical L3 support for the Salesforce E-Commerce platform for global enterprise clients. Troubleshooting complex cloud infrastructure issues, request/response errors, and performance bottlenecks.

• Expert in API requests, HTTP error handling, SEO optimization, and pricing workflows.
• Management of Severity 1 (critical) incidents and leading support calls under high pressure.
• Specialization in Order Management System (OMS) issues as well as sales- and audit-related technical queries.
• Developed a Log-Analyzer tool to accelerate issue identification and authored technical Knowledge Base (KB) articles.
• Reduced average online shop downtime by 5% through proactive monitoring with Grafana.

Technical Product Manager – Internal Systems (Freelance) - Self-Employed - Berlin, DE

(2025-03)

• Designed and launched a digital job-readiness platform with a focus on technical assessment.

IT Product Owner – CRM, Praxedo & Integration - Hanwha Q-Cells GmbH - Berlin, DE

(2023-12 - 2025-02)

• Managed the integration between Praxedo FSM and MS Dynamics 365 CRM.
• Monitored technical workflows and ensured data consistency between SAP and MS Dynamics via OData.

Technical Product Manager (Freelance) – API & Commerce Platforms - Self-Employed - Berlin, DE

(2021-11 - 2023-12)

• Implemented monitoring and reporting systems for faster issue resolution.
• Migrated e-commerce platforms to Salesforce Commerce Cloud (SFCC) for international markets (ES & IT).

Application Engineer – Android Apps - Colorfy GmbH - Berlin, DE

(2016-10 - 2017-09)

• Developed and maintained Android applications for IoT devices and web interfaces.

Design Engineer – Support & Development - General Electric Healthcare Pvt. LTD.

(2010-04 - 2014-08)

• Full-stack application development and support for system builds and installations.

M.Sc. - Computer Science & Communication Networks - Université Paris-Saclay

B.E. - Computer Science - Amravati University