Summary
Overview
Work History
Education
Skills
Accomplishments
Extra-curriculars
Timeline
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Aayush Sinha

Aayush Sinha

Bengaluru

Summary

Currently, I am an L2 Support Engineer at Freshworks, with expertise in log analysis and technical troubleshooting. Proven track record of enhancing customer satisfaction through effective communication, innovative solutions and quick problem-solving skills. Collaborated cross-functionally to resolve complex issues, achieving a 95% customer satisfaction rate while documenting and analyzing support cases that improved team productivity.

I am confident in my ability to communicate with people, learn quickly, and adapt to most problems that come my way. With me, you'll get a curious and enthusiastic colleague who is fully committed to the organization's core values and working toward their goals.

LinkedIn - https://www.linkedin.com/in/aayush-sinha-2280042b6/

Overview

2
2
years of professional experience

Work History

L2 Support Engineer

Freshworks
Bengaluru
07.2025 - Current
  • Troubleshooting product issues using log analysis and DevTools.
  • Use of SQL queries to read the product database and identify product breakages.
  • Diagnosed and resolved software issues for users effectively and efficiently.
  • Collaborated with development teams to report bugs and suggest improvements based on customer feedback.
  • Documented support cases in the ticketing system for future reference and analysis.
  • Collaborated with cross-functional teams to enhance product features and performance.
  • Escalated complex issues to senior engineers for further investigation and resolution.
  • Prepared training schedules and curriculum to train the support team on product usage and troubleshooting.
  • Participated in team meetings to share insights and improve support protocols.

Graduate Trainee - Customer Support

Freshworks
Chennai
02.2024 - 06.2025
  • Provided technical consultation services on best practices related to IT infrastructure operations.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Educated customers on product functionalities and best practices during interactions.
  • Managed daily support tickets using Freshworks' customer engagement platform.
  • Crafted unique and out-of-the-box solutions for customers using REST APIs, and shared them with the team.
  • Handled over 150 customer queries and use-case implementations every month, and maintained a customer satisfaction rate of over 95%.

Education

Bachelor of Technology - Mechanical Engineering

SRM Institute of Science And Technology
Chennai, India
05-2024

Skills

  • Log analysis
  • Technical troubleshooting
  • Documentation and RCA
  • Customer engagement
  • Quick learner
  • Escalation management
  • Effective Communication
  • REST APIs
  • Cross-functional collaboration
  • Problem solving

Accomplishments

  • Key achievements include winning the 'Support Superstar' award, which is awarded to only two people in the department based on performance in H2 2024. This demonstrates my commitment to work, my ability to learn, and adapt quickly to any environment, resulting in a promotion in my first eligible cycle.
  • Gained a level product expertise that made me the POC/SME for certain topics and modules, that even senior employees relied on.

Extra-curriculars

Hobbies include football, fitness, learning Japanese, and watching and dissecting classical films and media

Timeline

L2 Support Engineer

Freshworks
07.2025 - Current

Graduate Trainee - Customer Support

Freshworks
02.2024 - 06.2025

Bachelor of Technology - Mechanical Engineering

SRM Institute of Science And Technology

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Aayush Sinha