Jagatdeep singh

CTO

Bengaluru, Karnataka, India7 yrs 11 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Reduced customer-reported issues by half in key categories.
Achieved 95%+ customer satisfaction rate consistently.
Secured a milestone customer contract through effective issue resolution.

Stackforce AI infers this person is a SaaS Customer Support Engineering expert with strong leadership and optimization skills.

Contact

singhjagatdeep95@gmail.com LinkedIn

Skills

Core Skills

Engineering ManagementCustomer SupportSoftware DevelopmentTeam LeadershipProcess Improvement

Other Skills

Conflict ResolutionCollaborative Problem SolvingOperational EfficiencyCustomer SatisfactionAgile DevelopmentApplication SupportTechnical Project LeadershipHigh Performance TeamsIncident ManagementTroubleshootingData ArchitectureAmazon Elasticsearch ServiceClickUpJira Service DeskHealthcare Compliance

About

I lead the Customer Support Engineering team at Hiver, a software company that provides email collaboration solutions for businesses. We handle the engineering side of all customer issues, requests, grievances, and more, ensuring that our customers get the best support experience every time. I have a Bachelor's degree in Computer Software Engineering from Thapar Institute of Engineering and Technology, and I am an Oracle Certified Associate, Java SE 8 Programmer. I have also completed a LinkedIn course on Program Management, and I use Agile Development and Buddy as my methodology and software tools. I have been working with Hiver since 2021, and I have received multiple awards for my extraordinary accomplishments, perseverance, leadership, and creativity. I am an honest smart worker, a rational thinker, and a team player who values collaboration, innovation, and customer satisfaction.

Experience

7 yrs 11 mos

Total Experience

3 yrs 11 mos

Average Tenure

5 yrs 5 mos

Current Experience

Hiver

3 roles

Technical Lead

Promoted

Jan 2023 – Present · 3 yrs 5 mos

Championed a sustained improvement in Issue Density, reducing it from 4.86 in 2022 to 2.58 in 2024, demonstrating consistent optimization in customer issue management.
Reduced Escalation Percentage from 10.09% in 2022 to 5.96% in 2024, showcasing impactful collaboration with engineering teams and improved resolution workflows.
Halved monthly customer-reported issues in top categories, from 27.4 in 2023 to 13.91 in 2024, enabling a significant reduction in support overhead.
Instrumental in securing a milestone customer contract by ensuring 99% of reported issues were resolved within four days, transforming this success into a publicly recognized case study.
Directed strategic automation and process enhancements, driving a 30% boost in team efficiency and maintaining SLA adherence above 80% with a consistent 95%+ Customer Satisfaction rate.
Cultivated cross-functional synergy, exceeding KPIs year-over-year and solidifying key client relationships through proactive issue management and retention strategies.

Conflict ResolutionCollaborative Problem SolvingOperational EfficiencyCustomer SatisfactionAgile DevelopmentEngineering Management+1

Senior Software Engineer

Promoted

Jan 2022 – Jan 2023 · 1 yr

Engineered and deployed various functionalities for Hiver, saving teams over 100+ working hours monthly.
Led a high-performing team and coordinated across departments to deliver major features and functionalities, demonstrating strong management skills.
Instituted standardization in development, including API documentation and methodical release strategies, enhancing operational efficiency.

Application SupportTechnical Project LeadershipHigh Performance TeamsSoftware DevelopmentTeam Leadership

Software Engineer

Jan 2021 – Jan 2022 · 1 yr

Managed 800+ issues annually, boosting 4-day resolution success rates from 60% to over 90%.
Revamped process flows and escalation structures, and developed dashboards to enhance oversight, response times, and task lifecycle management.
Developed tools to automate and eliminate redundant tasks, reducing time spent on manual activities.

Incident ManagementTroubleshootingData ArchitectureSoftware DevelopmentProcess Improvement