Sneha D

Customer-focused support professional with 4 years' experience resolving technical and product issues for enterprise SaaS and cloud platform users.

Background spans Tier 2/3 technical support, ticket triage, root-cause diagnosis, and escalation ownership, backed by a software development foundation that enables fast, accurate troubleshooting.

Track record: 95%+ CSAT sustained across 50+ enterprise accounts, 30% faster average ticket resolution, and a 90% drop in repeat escalations through proactive self-service documentation.

Product Specialist – Implementation & Onboarding at B2B SaaS · CLM Platform (2025-12 – 2026-04)

• Served as primary escalation owner between enterprise clients and product/engineering teams, resolving technical issues and closing product feedback loops.
• Owned SSO integration and API configuration troubleshooting end-to-end, cutting client time-to-resolution while maintaining 95% CSAT across all accounts.
• Supported 15+ enterprise clients through onboarding and technical go-live, using structured playbooks and proactive issue prevention.
• Built and scaled support documentation, training materials, and an internal knowledge base, improving first-contact resolution and team delivery efficiency.
• Reduced churn risk by 30% through proactive account health monitoring and rapid response to at-risk signals.

Associate Customer Support Engineer at Bengaluru (2024-08 – 2025-12)

• Delivered Tier 2/3 technical support across infrastructure, deployment, and CMS configuration for enterprise clients, maintaining 99.9% uptime and full SLA compliance.
• Diagnosed and resolved P1/P2 incidents using SQL and Sumo Logic log analysis, minimising business impact for high-priority accounts.
• Reduced average ticket resolution time by 30% through Zendesk workflow optimisation and scalable troubleshooting documentation.
• Built a self-service knowledge base that cut repeat escalations by 90%, enabling faster customer self-resolution and freeing team bandwidth.
• Owned technical onboarding for 35+ enterprise clients, including environment walkthroughs, configuration reviews, and go-live handoff.
• Sustained 95%+ CSAT through proactive communication, full issue ownership, and customer-first engagement.

Software Developer – CMS & Enterprise Solutions at Bengaluru (2022-08 – 2024-08)

• Built and maintained 20+ enterprise CMS web properties, gathering client requirements directly and translating them into technical solutions — the foundation for later troubleshooting and support work.
• Reduced ticket resolution time by 35% through structured debugging frameworks and process improvements.
• Delivered production-grade fixes and features in PHP, HTML, CSS, and JavaScript, collaborating across design, QA, and product teams for on-time, quality delivery.

MBA / PGDM in Business Strategy – Visvesvaraiah Technological University (VTU) (2025 – 2027)

B.E. in Computer Science & Engineering – Sai Vidya Institute of Technology (2018 – 2022)