Spoorthi H

I am a dedicated and detail-oriented Technical Support Engineer with 3 years of hands-on experience in providing customer and application support across a variety of platforms. My role involves troubleshooting technical issues, handling support tickets, and ensuring timely and efficient resolutions in line with service level agreements (SLAs). I have developed strong problem-solving skills and the ability to work effectively under pressure while maintaining high customer satisfaction.

In my current role, I manage customer queries related to product functionality, performance issues, and general troubleshooting. I analyze logs, replicate issues, and work closely with engineering and development teams to ensure prompt fixes and updates. I also play a key role in monitoring systems and reporting incidents or anomalies that could impact users or product functionality.

My daily responsibilities include triaging support requests, escalating issues when necessary, and following up with internal teams for resolution. I am proficient in using tools such as Jira for issue tracking, Salesforce for customer relationship management, Looker for data analysis and reporting, and Slack and email for internal communication and collaboration. These tools help me ensure efficient and clear communication across departments, and smooth coordination in handling support requests.

I am familiar with support workflows, including ticket lifecycle management, root cause analysis, knowledge base documentation, and contributing to continuous process improvement. I understand the importance of maintaining system uptime, responding promptly to client issues, and building trust through reliable service delivery.

In addition to my technical knowledge, I possess good interpersonal and communication skills, which help me interact effectively with customers, stakeholders, and cross-functional teams. I have experience working in rotational shifts, including night shifts, and understand the demands of a 24/7 support environment.

I am currently focused on strengthening my technical skill set further by improving my knowledge of SQL, Excel, and Power BI, aiming to bridge the gap between support and data-driven decision-making. I am also exploring opportunities to contribute more proactively to product improvement through insights gathered from support patterns and customer feedback.

With a strong foundation in customer-centric support, technical analysis, and cross-team collaboration, I am looking to grow into roles that allow me to blend technical troubleshooting with analytics and process enhancement.