Headline

Customer Success Engineer | Enterprise SaaS | Client Engagement | AWS | OTT & Media Domain | Driving Customer Retention & Growth

About

Customer-focused IT professional with 3+ years of experience in Customer Success, Product Support, and Service Delivery within the media-tech (OTT) domain. Skilled in stakeholder management, customer engagement, and issue resolution, with a strong focus on delivering seamless customer experience and business impact. In my current role, I manage enterprise customer accounts, handle P1/P2 escalations, and collaborate with cross-functional teams including to ensure timely resolution. I have hands-on experience in troubleshooting, log analysis, AWS cloud services, monitoring tools (Grafana), and ticketing systems like JIRA, ensuring high service reliability and customer satisfaction. With a foundation in digital marketing, I bring a strong understanding of customer behavior, user journey analysis, conversion optimization, and data-driven decision-making. This enables me to approach problems from both a technical and customer experience perspective, driving customer retention, adoption, and long-term value.

Location

Bengaluru

Work experience

Customer Success Engineer at Amagi Media Labs, Apr 2023 - Present · 3 yrs 2 mos, Bengaluru, Karnataka, India, Manage enterprise customer support for a SaaS-based OTT and cloud video platform, ensuring timely issue resolution and high service reliability. Act as a key point of contact for global clients, handling escalations and coordinating with internal teams to resolve technical issues. Analyze logs, support platform configurations, and contribute to improving customer experience and service delivery.

Digital Marketing Intern at MyAnatomy Integration, Dec 2021 - Apr 2022 · 5 mos, Bengaluru, Karnataka, India, As a Digital Marketing Trainee at MyAnatomy, I gained hands-on experience in executing and analyzing digital campaigns. I worked on paid advertising, user behavior analysis, and SEO strategies using tools like Google Analytics and SEMrush. This experience strengthened my understanding of data-driven marketing and customer engagement strategies.

Education

Diploma in IT INFRASTRUCTURE SECURITY AND SYSTEM, Computer and Information Systems Security/Information Assurance, CDAC Bangalore

Certification, Digital marketing, upGrad.com