Level 2 Product Support Engineer at Go High Level (2025-09 – Present)
- Investigate and resolve technical product issues.
- Provide support to customers with setup, usage, and integrations.
- Reproduce and escalate bugs to engineering.
- Collaborate with product teams to improve features and usability.
- Create and maintain clear technical documentation.
- Escalate Bug Reports to Product teams and raise development related API and CRM issues to Backend developers via JIRA.
- Work with Developers and Product teams on testing APIs and monitoring system downtime and outages.
- Provide timely resolutions to Level 1 support teams on Email, website and brand domain configuration complex issues.
- Work as Subject-Matter Expert and Escalation Specialist for documenting advanced troubleshooting steps.
- Ensure timely ticket resolutions while keeping stakeholders informed.
- Conduct Internal Training programs for Level 1 support with new product release and updates.
- Contribute to sharing regular feedback about product functionality to upper level management and developers.
- Trainer & Mentor: Played an active role in training new joiners, sharing resources and knowledge on various products, features, and troubleshooting methods.
- Enhance team efficiency through real-time collaboration on virtual platforms.
- Participate in regular team meetings to share insights and strategies for improving customer satisfaction.
- Work closely with developers on complex Product issues escalated by Level 2 Support.
Product Support Specialist at Go High Level (2023-09 – Present)
- Delivered multi-channel customer support via chat, Zoom, phone calls, and email tickets, ensuring a seamless and efficient customer experience across platforms.
- Provided Level 2 technical and billing support, resolving complex issues related to invoices, payment processing, membership products, and Zapier integrations.
- Escalated high-priority or complex customer issues to senior management, enabling timely resolution and maintaining service quality standards.
- Developed strong expertise in domain management, sales funnels, website configurations, and email analytics, assisting customers with technical troubleshooting and platform optimization.
- Conducted real-time troubleshooting during Zoom sessions and live chats, helping customers resolve issues quickly and effectively.
- Consistently maintained high CSAT (Customer Satisfaction) scores and strong adherence metrics, contributing to improved overall customer experience.
- Collaborated with team members during live support sessions and internal Zoom calls to provide quick resolutions and improve service efficiency.
- Actively participated in team meetings, sharing insights, troubleshooting strategies, and best practices to enhance support quality.
- Served as a Trainer and Mentor for new hires, delivering onboarding sessions and providing guidance on customer support processes, product features, and issue-resolution techniques.
- Built strong customer relationships by maintaining a professional, friendly, and solution-oriented communication style across phone, email, and live chat channels.
- Collaborated with cross-functional teams to identify and resolve recurring technical problems.
- Documented technical solutions and common issues in a knowledge base, improving team efficiency and customer self-service.
- Provided clear and concise technical guidance to customers with varying levels of technical expertise.
Technical Support Engineer at Knowlarity Communications Pvt Ltd (2021-07 – 2023-08)
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Served as primary point of contact for support relating to owned solutions and products.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Delivered Tier-3 support and SME input to internal and external customers.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Maintained response times to support business continuity.
- Performed root cause analysis of reported issues to enact corrections.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Resolved cases on various ERP like Salesforce, Leadsquared CRM, ZOHO desk, HubSpot, Super receptionist, Zendesk.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
Product Technical Associate at Vedantu Innovations Pvt. Ltd (2019-01 – 2021-06)
- Raising, working and resolving Jira tickets.
- Provide after sales service on the LMS Tool provided to End Users.
- Help in delivering the best customer experience with the tool considering changes that can be implemented by the developers team.
- Maintaining closure ratio of 98% and SLA of 99% for the day.
Technical Advisor at MSFIN (2018-03 – 2018-09)
- Advised project managers on simultaneous technical workstreams aiding in alignment of broader business goals.
- Monitored technology infrastructure against core standards to provide technical assessment and advisory services.
- Evaluated technical control manuals and operational documentation, editing content for clarity and compliance with Tier 1 and Tier 2 standards.
- Contributed technical oversight to assist team project fulfillment.
- Reviewed technical guidelines to verify compliance with information security standards and best practices.
- Published technology roadmaps for multi-site facility installation designing purchasing and installation plans based on customers budgets and technical needs.
