Satyam Kumar

Dedicated and technically proficient Implementation & Support Engineer with 4 years of experience in system integrations, troubleshooting, and resolving software issues. Adept at API configurations, automation scripting, and enterprise software deployments. Strong problem-solving and analytical skills, ensuring smooth platform implementations and high customer satisfaction.

L2 Support Engineer - Netomi

(2025-05)

• Provided advanced L2 technical support for an AI-powered customer experience and automation platform, ensuring timely resolution of complex production issues within defined SLA timelines.
• Investigated, troubleshot, and resolved customer-reported incidents by analyzing application logs, API responses, workflows, and backend configurations to identify root causes and implement effective solutions.
• Worked closely with Engineering, Product, and Customer Success teams to design practical solution approaches, drive issue resolution, and improve overall platform reliability.
• Acted as a key stakeholder during high-priority production incidents by managing customer communication, coordinating internal teams, and providing timely workaround and resolution strategies.
• Contributed to solutioning for recurring customer issues by identifying process gaps, recommending product improvements, and suggesting automation or workflow optimizations.
• Performed detailed issue replication, validation testing, and impact analysis before escalating defects to development teams, enabling faster debugging and resolution cycles.
• Collaborated cross-functionally to enhance customer experience, improve support efficiency, and reduce repetitive incidents through proactive troubleshooting and preventive measures.
• Created and maintained internal troubleshooting guides, SOPs, and knowledge base documentation to streamline issue resolution and support scalability.

Technical Support Engineer - Eightfold.ai

(2023-11 - 2025-04)

• Led technical implementations and integrations for enterprise clients, ensuring seamless platform deployment.
• Diagnosed and resolved complex API and database-related issues, improving data integrity and system performance.
• Collaborated with Engineering teams to troubleshoot critical (P0 & P1) technical issues affecting clients.
• Authored detailed knowledge base articles on debugging, troubleshooting, and common implementation challenges.
• Provided technical guidance to customers on best practices for system integration and API usage.

Product Support Engineer - LeadSquared

(2021-09 - 2023-11)

• Implemented complex system integrations, including API-based automation for lead capture and CRM workflows.
• Designed and optimized data flows between web applications, Facebook, WhatsApp, and proprietary CRM tools.
• Provided technical consulting for enterprise clients such as BYJU'S, Physics Wallah, and PropTiger.
• Conducted in-depth troubleshooting of API calls, SQL queries, and log analysis for debugging platform issues.
• Created and maintained technical documentation to streamline onboarding and training for new customers.

LOVELY PROFESSIONAL UNIVERSITY (2018 - 2022)