Sep 2021 – Oct 2023 · 2 yrs 1 mo

Jan 2020 – Sep 2021 · 1 yr 8 mos

• Process the incoming customer tickets, and redirect them between Operations team and Product support groups
• Review customer case inflow & align the priorities for the Support engineers
• Monitor the Quality of Service to customers with agreed SLAs and ensure customer success & satisfaction using our Products
• Review and respond to customer satisfaction surveys
• Identify and implement changes in process, organization and personnel which will enhance the quality and efficiency of support operations
• Act as a single point of contact for R&D, Sales, Pre-sales and Customer success groups across multiple product families during key customer escalations
• Conduct interviews, hire a new engineer and provide coaching during the ramp-up period
• Communicate business goals to engineers and ensure that individual development and performance goals are aligned by conducting performance reviews
• Build a technical relationship with strategic partners and enterprise customers
• Regular interlock with Product Management, Engineering and QA team to recommend product quality standards based on customer feedback

Mar 2019 – Jan 2020 · 10 mos

Mar 2018 – Mar 2019 · 1 yr

Jul 2017 – Feb 2018 · 7 mos · Bengaluru Area, India

• Zeta Global acquired Boomtrain in July 2017

Sep 2016 – Jun 2017 · 9 mos · Bengaluru Area, India

• As the first Engineer in the Customer Success Org, I have implemented the Support process and the escalation cycle. On-boarded new customers to Boomtrain AI-based Marketing Platform.

Oct 2014 – Jul 2016 · 1 yr 9 mos · Bangalore

• As a Product Support Engineer in Informatica with strong background in troubleshooting and debugging skills, my primary task is to troubleshoot issues faced by customers, when using Informatica products. This process involves understanding the issue, isolating the problem, identifying the root cause and providing solution/work-around.
• Among various Informatica products, I majorly dealth with the product ‘Metadata Manager and Business Glossary’ which is based on following technologies – Java, Tomcat, Lucene, XML, REST APIs, Meta Integration (MITI) etc. I have also worked on other Informatica products – PowerCenter, DVO,Reporting and Dashboard Service and Complex Event Processing (RulePoint).
• Apart from resolving technical issues my job involved:
• Contributing to the Informatica Knowledge Base, by documenting problems/solutions/ How To/FAQs/ which would help customers.
• I have won ‘Quarterly Excellence awards’ for my contribution to the Knowledge Base.
• I have also published the troubleshooting guide for Informatica Metadata Manager.
• Testing Aplha/Beta product releases.
• Raising product Change requests and verifying the fixes.
• I have also published knowledge base videos that would help customers in resolving technical issues.

Jun 2012 – Oct 2014 · 2 yrs 4 mos · Bangalore

• Developed expertise in for Informatica products –
• Specialized knowledge of Data Validation Option (DVO) version 9.5.x
• Specialized knowledge of Complex Event Processing and Rule Point 5.2
• Resolved critical production-down and show-stopper issues for customer by providing technical
• solutions.
• Contributed immensely in identifying bugs and suggesting fixes especially on components
• regards accelerator metadata, application retirement, data discovery, retention and legal hold.
• Involved in supporting the first beta customers for new version of Business Glossary and
• Metadata Manager.
• Developed strong knowledge in troubleshooting tools specific to different operating systems –
• Windows, Linux, AIX, Solaris, and HP-UX.
• Contributed extensively in maintaining a high SLA (Service Level agreement) and reducing of
• occurrences of escalations by managing global service requests for the Product Support team in
• India and the US.
• Involved in the Social Media Strategy for Informatica Global Customer Support to provide
• solutions and impart knowledge via support videos in YouTube.