Naveen

Customer-centric Technical Support Engineer with 3+ years supporting SaaS products and resolving product issues and software-related issues. Skilled at troubleshooting and documentation, with experience guiding global teams and maintaining knowledge bases and API-related support.

Technical Support Engineer - Hypha Care - Kozhikode, Kerala

(2026-05)

• Deliver multi-channel technical support to doctors, clinic managers, and healthcare staff for Web and Mobile Clinic Management Software, maintaining SLA targets for critical patient workflow issues.
• Execute manual end-to-end testing across scheduling, EMR/EHR, e-prescriptions, and billing modules to validate fixes and prevent recurring product issues.
• Perform Root Cause Analysis (RCA) on technical defects and user access problems, collaborating with developers to deploy hotfixes and reduce repeat incidents.
• Track and manage high-priority tickets in ClickUp, using JIRA for incident tracking and escalation to ensure timely resolution under SLA constraints.
• Provide remote technical assistance and onboarding via AnyDesk and Google Meet, and document solutions in the knowledge base to improve team triage and documentation quality.

Technical Support Engineer - Itujar - Kochi, Kerala

(2023-06 - 2026-04)

• Supported a team of 20 cross-functional members, handling high-volume customer support across voice, chat, and email while preserving a customer-first approach.
• Provide technical support for ERP software (Web, Mobile & SunMi), troubleshooting software-related issues and restoring user access to maintain business continuity.
• Performed Root Cause Analysis for recurring problems, partnered with development to implement fixes, and documented resolutions in the knowledge base for future reference.
• Maintained accurate issue records in JIRA and a Google Sheets tracker to prioritize work, improve response times, and surface trend insights for continuous process improvement.
• Prepared detailed quality reports and dashboards from Jira and Google Sheets to analyze trends, inform operations, and support coaching and refresher training sessions.

Web Developer Intern - Smart Webin Technologies - kozhikode, Kerala

(2022-02 - 2023-04)

• Transitioned into web development, learning HTML, CSS, and JavaScript and building web pages and small web apps to strengthen debugging and problem-solving skills.
• Solved targeted JavaScript exercises and applied learnings to build functioning web interfaces, improving ability to read logs and trace issues for faster troubleshooting.
• Documented learning outcomes and simple test cases to track progress and support knowledge transfer during the career switch.

Bachelor Of Technology - Electronics And Communication - Government Engineering College, Palakkad (2016-08 - 2020-08)

Higher Secondary - Farook Higher Secondary School (2013-01 - 2015-01)