Triveni

Experienced and solution-oriented Customer Support Engineer with 4+ years of expertise in technical troubleshooting, customer relations, and issue resolution. Proven track record of effective communication and problem-solving to drive customer satisfaction and operational efficiency.

Technical Support Engineer at Astrosure.ai

(2025-03 – Present)

Delivered exceptional technical support and resolved complex issues for customers

• Delivered exceptional technical support, boosting customer satisfaction by 60%
• Resolved complex issues swiftly, reducing average response time by 40%
• Collaborated with cross-functional teams to enhance product features
• Implemented troubleshooting protocols, increasing first-call resolution rates
• Analyzed customer feedback to drive product improvements and updates
• Utilized CRM tools to track and manage customer interactions effectively
• Developed comprehensive documentation, streamlining support processes
• Achieved a 95% customer retention rate

Customer Success Engineer at Aptean

(2022-05 – 2025-02)

Supported a SaaS based, cloud-hosted Warehouse Management System (IRMS360) for 40+ U.S.-based B2B and B2C clients

• Supported a SaaS based, cloud-hosted Warchouse Management System (IRMS360) for 40+ U.S.-based B2B and B2C clients, ensuring seamless deployments, timely bug fixes, and overall system reliability
• Resolved 1,000+ customer inquiries with a 98% satisfaction rate, identifying and resolving defects to improve system performance and ensuring prompt and effective issue resolution
• Ensured 100% adherence to SLA response and resolution times, improving customer satisfaction
• Performed functional, regression, and API testing using RESTful APls to validate system functionality
• Led at least 10+ deployments to Test and Production environments, reducing post-deployment issues by 15%
• Troubleshot functional issues, analyzed application logs, and provided integration support with various ERP systems
• Improved ticket triage efficiency by 20%, ensuring high-priority issues were escalated and resolved faster
• Created detailed knowledge-base articles, reducing recurring queries by 25% and enhancing customer self-service
• Utilized AWS and Azure cloud monitoring tool to track system performance and diagnose technical issues
• Created test cases, documented defects, and collaborated with Application Support Engineers, QA team and Development team to resolve issues and improve user experience
• Often interacted with customers to achieve high customer satisfaction(CSAT)
• Initiated Power BI Reports with manager to enhance team performance analysis

Bachelor of Computer Application in Computer Application – PES Institute of Technology (2018-06 – 2021-10)

Intermediate in Science (PCMC) – Akshara College (2016-06 – 2018-03)

SSLC – Secondary School Examination (2015-01 – 2016-06)