Danish Bairagi

Bhopal

Summary

Customer-focused Technical Support Engineer with nearly 3 years of experience in SaaS product support, enterprise applications, and customer issue resolution. Experienced in managing customer interactions, investigating technical issues, and delivering timely resolutions while ensuring customer satisfaction and service quality. Skilled in troubleshooting application, API, integration, and system issues through analytical thinking and root cause analysis. Proficient in Salesforce, ServiceNow, Jira, SQL, Postman, and log analysis. Strong collaborator with Tier 2 and engineering teams, focused on resolving complex technical concerns while consistently meeting SLA, quality, and productivity goals.

Work history

Technical support engineer

Avalara

Pune, Maharashtra

06 2025 - 05 2026

Worked as a Technical Support Engineer at Avalara supporting tax automation solutions and resolving customer technical issues.
Troubleshot API issues, authentication failures, and configuration errors while performing root cause analysis for faster resolution.
Used SQL queries, log analysis, and backend troubleshooting to investigate, validate, and resolve customer issues.
Managed customer cases through Salesforce, ServiceNow, and Jira while maintaining SLA and quality standards.
Collaborated with engineering and implementation teams to resolve complex technical concerns and improve customer experience.
Supported Shopify and NetSuite integrations, onboarding, and integration troubleshooting activities.
Met productivity, quality, and resolution KPIs while maintaining service standards and contributing to team goals.

Solution Engineer

Egain Communications

Pune, India

02 2023 - 12 2024

Delivered technical analysis and troubleshooting for Java-based SaaS applications.
Investigated and resolved API-related issues using Postman and debugging techniques.
Wrote and optimized SQL queries for data extraction and issue analysis.
Performed log analysis to identify root causes of application and performance issues.
Managed CRM records and tracked customer interactions to improve support workflows.
Collaborated with engineering and product teams to resolve bugs and support feature enhancements.

Skills

Java: Hands-on experience in debugging, troubleshooting, and analyzing backend Java-based services and application workflows
API & Postman: Expertise in API testing, integration troubleshooting, authentication validation, and automation using Postman
SQL: Strong experience in writing, optimizing, and troubleshooting SQL queries for data analysis, report generation, and database management
Log Analysis: Proficient in analyzing application and system logs to identify root causes, troubleshoot issues, and improve system performance

CRM Systems: Hands-on experience working with CRM platforms such as Salesforce for customer case management, issue tracking, and support operations
Service Management Tools: Experienced in using ServiceNow and Jira for incident management, escalation handling, ticket tracking, and SLA monitoring
Knowledge Management: Skilled in maintaining and updating technical documentation, knowledge base articles, FAQs, and troubleshooting guides to improve customer and team support efficiency
Integration Support: Experience in troubleshooting and supporting integrations with platforms such as Shopify and NetSuite, including configuration and onboarding support

Additional Information

Available for immediate joining and open to relocation opportunities across locations.
Actively interested in upskilling and expanding expertise in cloud technologies, DevOps, backend technologies, and other emerging technical domains to enhance professional growth and technical capabilities.