S G Niranjan kumar

Bengaluru

S G Niranjan kumar on Tal

Headline

About

Most people see a support ticket. I see a product insight waiting to be unlocked. I'm a Technical Product Specialist with 8+ years of experience turning complex SaaS and CPaaS problems into measurable customer outcomes. I live at the intersection of deep technical troubleshooting and customer enablement — whether that's validating REST API integrations in Postman, analyzing SIP/IVR/SMS call flows, running incident triage, or building knowledge assets that make entire teams faster. My approach is simple: understand the customer's real problem, fix it at the root, and feed what I learn back to Product so it never happens again. At Anthology, I cut escalations by 15% in six months while maintaining 95% first-contact resolution on 50+ weekly enterprise issues. At Exotel, I reduced MTTR by ~20%, drove 30% feature adoption uplift through tailored onboarding, and supported a 99% uptime SLA across 50+ enterprise clients. I've built account health frameworks that cut ticket volume by 25% and retention playbooks that lifted retention by 20%. I've worked across SaaS, CPaaS, cloud telephony, and EdTech — and I'm AWS Certified Cloud Practitioner with Gainsight NXT Admin in progress. I'm looking for roles where I can bridge Product, Engineering, and Customer Success — Technical Product Specialist, Product Analyst, Technical Solutions Specialist, or Solutions Engineer positions where impact is measured in customer outcomes, not just closed tickets.

Location

Bengaluru

Work experience

Senior Product Support Analyst at Anthology Inc, Apr 2025 - May 2026 · 1 yr 2 mos, Bengaluru, Karnataka, India, Resolved 50+ complex technical issues weekly across e-learning platforms, achieving 95% first-contact resolution Troubleshot server, database, and performance-related issues to ensure platform stability Identified trends and reported 10+ risks monthly, reducing escalations by 15% Authored 20+ knowledge base articles, reducing repeat tickets by 20%

Product Support Engineer at Exotel, Jun 2024 - Apr 2025 · 11 mos, Diagnosed and resolved 100+ API and call flow issues monthly, ensuring 99% uptime Onboarded 50+ clients, improving feature adoption by 30% Collaborated with Engineering teams to escalate and resolve high-impact issues Created troubleshooting guides adopted by 15+ team members

Customer Happiness Associate at Exotel, Oct 2023 - Jun 2024 · 9 mos, Drove 20% retention uplift through proactive strategies and needs assessments, uncovering 15% revenue via upsells. Led monthly training for Customer Success team, boosting expertise and CSAT; resolved pain points, slashing tickets 25%

Senior Product Specialist at BYJU'S, May 2022 - Aug 2023 · 1 yr 4 mos, Bengaluru, Karnataka, India, Supported 100+ K-12/professional users with platform queries/tech fixes, hitting 95%+ CSAT and exceeding targets. Delivered onboarding demos/training for high-profile clients; relayed feedback to Product/Marketing for iterative improvements

Call Center Executive at Jenova Medical transcription services, Jul 2018 - Apr 2022 · 3 yrs 10 mos, Madurai, Tamil Nadu, India, Delivered exceptional customer service to patients and visitors by providing warm greetings, addressing inquiries, and resolving concerns with professionalism and empathy. Efficiently managed the appointment scheduling process, ensuring accuracy and seamless coordination with medical staff to optimize clinic operations. Supported administrative functions including patient registration, insurance verification, and accurate maintenance of patient records in compliance with clinic policies and healthcare regulations. Collaborated with healthcare providers, support staff, and management to streamline workflows and enhance the overall patient experience.

Technical Support Executive at Hinduja Global Solutions, Mar 2017 - Jul 2018 · 1 yr 5 mos, Bangalore Urban, Karnataka, India, Provided timely and effective technical support to customers via phone, email, and chat, addressing inquiries and troubleshooting a wide range of technical issues. Diagnosed and resolved hardware and software-related problems using a systematic and analytical approach. Collaborated with internal technical teams to escalate complex issues, delivering detailed diagnostics to ensure swift and efficient resolution.

Education

Bachelor of Science - BS, Computer Science, sourashtra college