Divya Shree Vivekananthan

Senior Technical Product Support Engineer with 5+ years of experience supporting SaaS, ITSM, and CRM platforms in production environments. Proven expertise in L2/L3 troubleshooting, system configuration, API-based integrations, data analysis, UAT, and release validation. Strong ability to act as a technical escalation owner, bridge communication between customers and Engineering teams, and translate complex system behavior into clear, actionable solutions.

Highly skilled in driving customer adoption through onboarding, training, documentation, and process optimization to improve platform reliability, exceed KPIs, and streamline support operations.

Senior Executive Product Support - Zupersoft Solutions Pvt Ltd

(2024-03)

• Own L2/L3 production support for a SaaS field service management platform, handling complex system, configuration, and integration issues.
• Act as the primary technical escalation point, diagnosing platform defects, integration failures, and data inconsistencies across customer environments.
• Perform deep root cause analysis by reviewing configurations, workflows, API behavior, and system data, ensuring permanent fixes rather than workarounds.
• Configure and customize customer instances, including workflow engines, state transitions, custom fields, automation rules, notifications, and reporting logic.
• Design and implement automated alerts and scheduled reports, improving operational visibility for customers.
• Lead API and integration troubleshooting using tools like Postman, validating payloads, authentication, and data synchronization.
• Manage and support integrations with HubSpot, Zendesk, Google Calendar, Freshdesk, Zoho, QuickBooks, and other third-party SaaS platforms.
• Conduct User Acceptance Testing (UAT) and release validation, identifying regressions and blocking defects before production rollout.
• Collaborate with Engineering to escalate defects, reproduce issues, validate fixes, and confirm deployment readiness.
• Mentor junior engineers by reviewing tickets, guiding troubleshooting approaches, and enforcing technical best practices.
• Create and maintain technical documentation, runbooks, and integration guides, reducing MTTR and recurring incidents.
• Deliver advanced product demos and technical walkthroughs for customers and internal teams.

Support Engineer - Tecknodreams Software Pvt ltd

(2022-09 - 2024-03)

• Delivered L2/L3 support for enterprise ITSM and Asset Management platforms, supporting incident, request, change, and asset workflows.
• Configured and customized ITSM modules, including forms, workflows, automation rules, role-based access, and reporting dashboards.
• Investigated and resolved complex platform issues involving workflow failures, data integrity issues, and integration breakdowns.
• Supported and troubleshot integrations between ITSM systems and external tools, ensuring reliable data flow and system interoperability.

Technical Engineer | Zoho Flow Product - Zoho

(2022-04 - 2022-08)

• Provided expert-level technical support for Zoho Flow, a cloud-based integration and automation platform that enables businesses to connect and automate workflows across hundreds of applications without coding.
• Assisted customers in designing, validating, and troubleshooting complex automated workflows, including triggers, multi-step logic, conditional branches, and integration points with third-party apps such as Google Workspace, Slack, CRM systems, and more.
• Resolved advanced integration issues by analyzing workflow executions, reviewing execution logs, identifying error conditions, and recommending corrective actions to ensure seamless data synchronization.
• Guided customers on setting up real-time data synchronization, conditional logic flows, and error-handling mechanisms to optimize business processes and reduce manual intervention.
• Supported integrations between Zoho Flow and core Zoho ecosystem products (Zoho CRM, Zoho Desk, Zoho Projects) as well as external systems using APIs and webhooks, ensuring robust and secure cross-system data flow.
• Delivered technical assistance in building custom workflow solutions, including conditional workflows and automated business events, helping organizations automate routine tasks and eliminate repetitive manual work.

Technical Support Associate - Tech Mahindra

(2021-01 - 2022-01)

• Provided L1/L2 technical support for telecom and enterprise software products, resolving customer issues efficiently.
• Troubleshot software and system-level technical problems, guiding customers through step-by-step resolutions.
• Assisted with software configuration, workflow setup, and first-level escalations to ensure smooth operations.
• Maintained high customer satisfaction scores through clear communication and timely issue resolution

B.Sc - Biotechnology - Thiruvalluvar University (2017 - 2020)