Service Desk Plus Cloud
Aakash Surendran
Product Support Engineer ( TAM )
Chennai,Tamil Nadu
Summary
Technical account manager with proven ability to troubleshoot and resolve High level product issues for the Enterprise accounts. Demonstrated strong product knowledge to quickly identify and correct problems. Resourceful with focus on prioritizing wide range of tasks while delivering quality support. Poised and professional in stressful and high-pressure situations.
Technical professional prepared to excel in product support role. Expertise in troubleshooting, resolving technical issues, and enhancing customer satisfaction through efficient problem resolution. Focus on team collaboration and agility in adapting to changing needs. Known for reliability, technical proficiency, and effective communication.
Overview
6
6
years of professional experience
7
7
years of post-secondary education
Work History
Product Support Engineer ( B2B SAAS Product )
Zoho Corporation
Chennai, India
06.2021 - Current
- Technical account manager for 25 Enterprise accounts where they were handled with high satisfaction scores and converted them as reference customers as well.
- Delivered comprehensive ROI reporting and technical case studies, clearly articulating the business impact of deployed solutions—resulting in stronger customer advocacy and increased retention.
- Drove technical product adoption by analyzing customer behavior and usage metrics, developing tailored engagement plans that maximized platform value and improved operational performance.
- Partnered with product and engineering teams to translate real-world customer feedback into feature enhancements and usability improvements, directly influencing product roadmap and user experience.
- Led strategic Quarterly Business Reviews (QBRs) with key enterprise customers to assess platform usage, surface technical challenges, and define actionable roadmaps—ensuring customer success and alignment with cloud and IT transformation objectives.
- Streamlined support processes for increased efficiency, leading to improved customer satisfaction rates.
- Collaborated cross-functionally with sales, marketing, and customer success to identify technical upsell and cross-sell opportunities, supporting a 5% uplift in annual revenue.
- Partnered with engineering teams to test and validate new product releases, ensuring smooth deployment and minimal disruption for customers.
- Conducted presentations to large groups at trade shows, reseller events and onsite product trainings.
- Conducted regular account reviews to proactively identify areas of improvement and implement necessary changes.
Associate
Amazon
Chennai, India
03.2020 - 10.2020
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Managed high-volume ticket queue, prioritizing urgent issues and providing timely solutions.
- Conducted regular system maintenance to optimize performance and prevent downtime.
- Delivered help desk support for regional and global users and worked with global service desk team to address repeat issues.
- Provided remote support to users across multiple locations, ensuring seamless connectivity and functionality.
- 'Managed approximately 30 incoming calls, emails and faxes per day from customers.'
IT - Help Desk Support
Sutherland
Chaurai, India
05.2019 - 01.2020
- Provided tier-1 and tier-2 technical support for antivirus software, assisting users with installation, configuration, threat detection, and malware resolution across diverse operating systems.
- Diagnosed and resolved complex endpoint security issues, reducing ticket backlog and improving first-call resolution rate by 25%.
- Educated customers on product usage, updates, and best practices, enhancing user adoption and reducing recurring issues.
- Documented technical issues and collaborated with engineering and QA teams to escalate and resolve product defects.
- Contributed to internal knowledge base and user guides, streamlining support processes and enabling self-service.
Education
MBA - Business Administration
Jain University
Bengaluru, India 06.2021 - 06.2023
Bachelor of Engineering - Electronics And Instrumentation
Anna University
Chennai, India 06.2015 - 05.2020
Skills
Problem-solving abilities
Escalation Management
API's Testing
Running Product Demos with Usecase for System Integrators ( Globally)
Cloud-native application
Technical Consulting for Enterprise Accounts
Product Implementation
Migration from On - Premise Server to Cloud
Incident management
IT Operations
Accomplishments
- Led an on-site implementation for a key enterprise customer in Ireland, resulting in a 10% increase in product adoption and contributing to $75K in additional revenue. Provided hands-on deployment, training, and post-implementation support to ensure seamless integration and customer satisfaction.
- Proposed a strategic product enhancement to the Product Management team—a chatbot solution equipped with a pre-defined set of troubleshooting workflows. The feature was adopted and launched within 8 months, leading to a 20% reduction in support ticket volume by enabling customers to resolve common issues independently.
Software
Interests
Professional Cricketer
Automobile Enthusiast
Timeline
Product Support Engineer ( B2B SAAS Product )
Zoho Corporation
06.2021 - Current
MBA - Business Administration
Jain University
06.2021 - 06.2023
Associate
Amazon
03.2020 - 10.2020
IT - Help Desk Support
Sutherland
05.2019 - 01.2020
Bachelor of Engineering - Electronics And Instrumentation
Anna University
06.2015 - 05.2020