---
title: "Nithin S - Technical Support Engineer in Bengaluru | Tal"
description: "Meet Nithin S, Technical Support Engineer @ Twilio | Empowering Exceptional Customer Experiences | Passionate About AI, Product Strategy & Innovation | Ex-Freshworks based in Bengaluru. AI stack includes claude, cursor, and gemini."
image: "https://tal.club/meet/nithin-s-4/share-image"
---

# Nithin S on Tal

## Headline

Technical Support Engineer @ Twilio \| Empowering Exceptional Customer Experiences \| Passionate About AI, Product Strategy & Innovation \| Ex\-Freshworks

## About

Technical Support Specialist with expertise in API implementation and technical support, recognised for enhancing customer satisfaction at Twilio Technology Private Limited\. Proficient in SQL and Salesforce, enabling process optimization that led to multiple service delivery accolades\. Known for exceptional troubleshooting skills in complex technical issues, fostering strong client relationships through effective communication and empathy\. Aiming to leverage programming and system diagnostics skills to drive organisational success and improve customer retention\.

## Location

Bengaluru

## AI stack

claude

cursor

gemini

## Work experience

Technical Support Engineer at Twilio, Sep 2023 \- Present · 3 yrs 1 mo, Bengaluru, Karnataka, India, In my current role at Twilio, I manage ticketing system queues, ensuring prompt responses to incoming customer requests while consistently meeting SLA targets\. I take ownership of high\-impact support tickets and queues, driving efficient resolution and maintaining high customer satisfaction \(CSAT\)\. I provide clear and timely updates to customers regarding significant issues, escalations, and incidents, proactively communicating next steps and expected resolution timelines\. By closely collaborating with cross\-functional teams, including Engineering and Product, I ensure complex technical issues are resolved effectively and escalations are handled efficiently\. Additionally, I analyze recurring support trends to identify opportunities for process improvements, optimize internal workflows, and enhance the overall customer support experience\. My approach emphasizes both technical troubleshooting and strong communication to maintain trust and satisfaction with Twilio customers\. Skills: Technical Support · Ticket Management · Customer Satisfaction \(CSAT\) · SLA Adherence · Troubleshooting · Incident Management · Cross\-Functional Collaboration · Process Improvement · Communication

Product Specialist at Freshworks, Jul 2022 \- Sep 2023 · 1 yr 3 mos, Bengaluru, Karnataka, India, At Freshworks, I provide end\-to\-end technical support for Freshchat, a SaaS\-based chat widget, ensuring clients receive timely and effective resolutions\. I manage the full lifecycle of support tickets, troubleshooting issues, prioritizing cases based on urgency, and escalating complex problems to the appropriate teams when necessary\. I collaborate closely with Engineering to address bugs identified during client testing and with the Product team to resolve configuration challenges, implement best practices, and troubleshoot front\-end issues raised by customers\. This ensures a smooth product experience and minimizes disruptions for end users\. I maintain proactive and clear communication with clients, helping them navigate technical challenges and providing guidance to optimize their use of Freshchat\. Additionally, I analyze recurring issues to contribute to process improvements, enhance knowledge base documentation, and support the ongoing development of the product\. Skills: Customer Relationship Management \(CRM\) · Customer Engagement · Customer Service Operations · Technical Support · Product Management · Troubleshooting · Process Improvement · Client Communication

Technical Support Engineer II at Mitratech, Mar 2022 \- Jun 2022 · 4 mos, Hyderabad, Telangana, India, Provide technical support for Mitratech’s enterprise solutions, resolving complex client issues and collaborating with cross\-functional teams to drive product improvements\. Manage cases via ticketing systems, analyze data to identify trends, and contribute to service and process enhancements\. Maintain strong customer interactions while tracking performance against key KPIs\. Skills: Technical Specs · Product Management · Ticketing Systems · Customer Interaction · Data Analysis · Service Improvement · Problem Solving

Technical Support Engineer at Mitratech, Jun 2021 \- Mar 2022 · 10 mos, Hyderabad, Telangana, India, Mitratech is a leading product\-based company where I provide technical and product support for the Enterprise Legal Management \(ELM\) platform, ensuring seamless client experience and issue resolution\. Responsible for acknowledging, investigating, and resolving client\-reported issues in Salesforce, prioritizing cases based on severity and business impact\. Collaborate closely with Engineering teams to analyze and escalate newly reported bugs or defects identified during client testing phases, ensuring timely resolution and transparent communication\. Partner with Professional Services to address configuration\-related issues, guide clients on best practices, and deliver solutions for front\-end and functional challenges\. Perform data extraction and analysis using SQL queries to support troubleshooting and provide actionable insights for clients and internal stakeholders\. Actively contribute to improving internal processes by documenting recurring issues, sharing technical learnings, and enhancing product knowledge resources\. Skills: Product Support · Enterprise Software · Salesforce · SQL · Troubleshooting · Client Communication

Customer Service Associate at Amazon, Aug 2019 \- Jun 2021 · 1 yr 11 mos, Coimbatore Area, India, Delivered exceptional customer service by resolving a high volume of inquiries through email, chat, and voice channels, ensuring timely and accurate resolutions\. Evaluated customer information to diagnose issues, identify root causes, and develop effective solutions that enhanced the customer experience\. Consistently exceeded performance metrics such as CSAT, response time, and first contact resolution by maintaining strong organization, resourcefulness, and attention to detail\. Collaborated with cross\-functional teams to escalate complex issues, ensuring smooth resolution and customer satisfaction\. Demonstrated a customer\-first mindset in every interaction, balancing empathy and efficiency to maintain Amazon’s high standards of service\. Contributed to process improvement initiatives by sharing feedback and identifying opportunities to enhance support workflows and customer communication\.

## Education

Bachelor of Engineering \- BE, Electronics and Communications Engineering, Dr N\.G\.P\. Institute of Technology

[View the original profile](https://tal.club/meet/nithin-s-4)

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