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
