YOGA RAMYA MENDU
Hyderabad
Summary
Dynamic and results-oriented Senior Technical Support Lead with 8+ years of experience delivering high-impact post-sales and pre-sales technical support to enterprise clients. Adept at building trusted customer relationships, managing complex technical escalations, and aligning solutions with business outcomes. Skilled in leading cross-functional collaboration, driving product adoption, and enhancing customer satisfaction through proactive engagement and deep technical expertise. Recognized for a strong customer-first mindset, leadership, and a commitment to continuous improvement.
Overview
10
10
years of professional experience
Work History
Senior Technical Lead
Kore.ai Software India Pvt. Ltd
02.2019 - Current
- Acted as the technical liaison for key enterprise accounts, ensuring smooth onboarding, product adoption, and ongoing support.
- Mentored and led the technical support team, managing complex escalations and driving SLA compliance.
- Led a premium support team, reducing triage time through smart techniques and extensive use of log analysis tools like Loggly.
- Performed browser-level debugging and deep error trace analysis, isolating issues efficiently.
- Delivered end-to-end debugging analysis to the development team, including reviewing source code to pinpoint root causes.
- Collaborated closely with product and engineering teams to channel customer feedback into actionable product improvements.
- Took ownership of end-to-end bot solutioning tailored to customer needs and success outcomes.
- Maintained proactive communication with clients on updates, resolution timelines, and technical best practices.
- Actively contributed to recruitment, onboarding, and upskilling of team members to build a high-performing support unit.
Senior Development Engineer
Pramati Technologies Pvt. Ltd
10.2015 - 01.2019
- Company Overview: WaveMaker, Inc. brings platform that combines rapid application development (RAD) with Platform as a Service for customers wanting speedy creation of apps.
- Handled incoming user support requests, demonstrating a proactive approach to problem-solving.
- Collaborated with management to strategically plan and execute significant product upgrades.
- Established the foundation for the WaveMaker online technical chat platform.
- Provided immediate on-call support to address user issues promptly and efficiently.
- Played a significant role in product development by offering valuable insights from a customer-centric perspective.
- Demonstrated expertise in priority-based time management, particularly when faced with a large volume of customer queries.
- WaveMaker, Inc. brings platform that combines rapid application development (RAD) with Platform as a Service for customers wanting speedy creation of apps.
Education
Bachelors of Technology - Computer Sciences
MRIT JNTUH
Hyderabad01.2015
Skills
- JIRA
- Zendesk
- HTML
- CSS
- JavaScript
- jQuery
- Working with the tools - Grafana & Loggly
RECOGNITION & AWARDS
- Outstanding Performer Award – Kore.ai (Q1 2025)
- Go the Extra Mile Award – Kore.ai (Jul–Sep 2022)
- Youngest Achiever Award – Pramati Technologies (2016–17)
- Winner – Pramati Badminton League (2018)
Timeline
Senior Technical Lead
Kore.ai Software India Pvt. Ltd
02.2019 - Current
Senior Development Engineer
Pramati Technologies Pvt. Ltd
10.2015 - 01.2019
Bachelors of Technology - Computer Sciences
MRIT JNTUH
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