Headline

Technical Support Engineer | SaaS Production Support | Incident & Problem Management |

About

I am a Technical Support Engineer with close to five years of experience in delivering reliable, structured, and user-focused technical support for product and application environments. My work has centered on resolving customer and user issues efficiently while maintaining strong service quality and clear communication throughout the support lifecycle. I have hands-on experience in troubleshooting product behavior, analyzing incidents, identifying root causes, and guiding users through practical solutions. I regularly handled support cases end-to-end — from issue intake and replication to resolution and closure — ensuring proper documentation and knowledge sharing. I have worked extensively with Jira as a ticketing tool to log, track, prioritize, and manage support requests in line with defined SLAs and process standards. My strengths include analytical problem solving, attention to detail, ownership of tickets, and the ability to communicate technical information in a simple and user-friendly manner. I am comfortable collaborating with cross-functional teams such as development, QA, and operations to speed up resolution and improve product experience. I am currently continuing to strengthen my technical and product knowledge and staying aligned with modern support practices and tools. I am open to remote, hybrid, freelance, or full-time opportunities in product support, application support, and technical support roles where I can contribute effectively and grow with the team.

Location

Mumbai

Work experience

Technical Support Engineer at Cimpress India, Oct 2021 - Present · 4 yrs 9 mos, Mumbai, Maharashtra, India

Education

Master of Science - MS, Information Technology, University of Mumbai

Bachelor of Science - BS, Computer Science, University of Mumbai