Vidhi Joshi

Software Engineer

Chandigarh, Chandigarh, India8 yrs 6 mos experience

Highly Stable

Key Highlights

Proven track record in technical support excellence.
Strong team management and leadership skills.
Expertise in troubleshooting complex technical issues.

Stackforce AI infers this person is a SaaS Technical Support Engineer with strong team management and customer support capabilities.

Contact

Skills

Core Skills

Technical SupportTeam Management

Other Skills

Active LearningBuild Strong RelationshipsC (Programming Language)Computer NetworkingComputer ScienceCustomer SupportDocumentationHindiKnowledge SharingMass CommunicationMotivational SpeakingProblem SolvingProcess ImprovementRoot Cause AnalysisTraining

About

Experienced Technical Support Engineer with a proven track record of providing high-quality technical support to customers. Proficient in troubleshooting application issues and cloud-based technologies. Skilled in managing support tickets, conducting root cause analysis, and collaborating with cross-functional teams to resolve complex technical issues. Strong communication skills and customer-centric approach ensure excellent customer satisfaction ratings.

Experience

Twilio

2 roles

Technical Support Engineer 3

Promoted

Sep 2025 – Present · 6 mos

Technical Support Engineer 2

Sep 2023 – Sep 2025 · 2 yrs

Microsoft

2 roles

Technical Support Engineer

Sep 2021 – Sep 2023 · 2 yrs

Managing a team of 25+ heads on delivery partner side which involves SKILLS Tier1/Tier2 Support Engineers, Technical Leads, Team manager for end to end support ticket management.
Working on Tier3 Escalations with customers directly to minimize the impact.
Provided clear and concise step-by-step technical support to guide clients.
Asked customers targeted questions throughout troubleshooting to determine smart solutions.
Triage Delivery / Knowledge sharing sessions to upskill the front line support staff.
Planning and implementation with delivery partners to manage support process effectively and to improvise with help of best practices.
Upskilling sessions for Tier2 & Technical leads
Weekly/Monthly business reviews with Delivery partners and Microsoft stake holders.
Maintained positive working relationship with fellow staff and management.
Maintained composure and patience in face of difficult customer situations.