Summary
Overview
Work History
Education
Skills
Timeline
Hobbies and Interests
Awards
Generic

Alok Agarwal

Bengaluru

Summary

Product Support Engineer with 3 years of experience resolving client-facing issues, managing email/SMS vendors, and implementing domain authentication. Skilled in API troubleshooting, advanced reporting, and knowledge base creation. Recognized for maintaining top response times, mentoring new hires, and driving process improvements. Experienced in collaborating with cross-functional teams and enterprise clients across BFSI, Education, and Healthcare.

Overview

3
3
years of professional experience

Work History

SENIOR PRODUCT SUPPORT ENGINEER

LEADSQUARED
04.2025 - Current
  • Took ownership of product issues on a daily basis and made sure customers received quick and effective resolutions.
  • Consistently maintained a first response time of under 6 minutes and kept resolution times low for 2 months straight.
  • Helped new hires during night shifts by mentoring and training them, which made the team productive faster.
  • Shared insights with leadership through regular analytics and reports, which led to several process improvements.
  • Worked closely with the Zoho team to fine-tune ticket management, workflows, and agent assignments.
  • Partnered with technical, billing, and infosec teams to speed up resolutions while keeping quality high.
  • Prepared analytics and reports that supported management’s quarterly audits.
  • Wrote knowledge base articles so teammates could resolve issues faster and more effectively.
  • Conducted training sessions on email modules, covering topics like authentication, system health, and preventing recurring issues.
  • Collaborated with US clients such as UVP, Unitek, and Lindenwood, ensuring they received prompt support and were satisfied with the service.

PRODUCT SUPPORT ENGINEER

LEADSQUARED
01.2023 - 03.2025
  • Handled SPF, DKIM, and DMARC records for domain authentication along with A records for dedicated IPs.
  • Managed sub-accounts, IPs, and domain mappings in collaboration with leading email vendors including Netcore, SendGrid, and SparkPost.
  • Implemented and managed SMS accounts with vendors such as Gupshup and Karix.
  • Proactively resolved client email bounce concerns, earning commendation from management for strong work ethic and contributing to overall cost reduction.
  • Conducted interviews for senior resource positions within just 7 months of joining, demonstrating rapid professional growth.
  • Initiated and successfully completed a project that reduced company expenditures on dedicated IPs.
  • Supported and resolved email and SMS issues for high MRR clients across diverse sectors, including Ponawalla, Manipal, Bajaj, Alliance, Amity, Aditya Birla, ICICI, and HSBC.

Education

B.Tech - Computer Science Engineering

SRM INSTITUTE OF SCIENCE AND TECHNOLOGY
06.2023

Skills

  • Technical Skills: Debugging, troubleshooting, solution implementation, API troubleshooting, report generation
  • Productivity & Data Handling: Advanced MS Excel, analytics, reporting
  • SMS Vendor Management: Gupshup, Karix
  • Call Management Tools: CTM, Exotel
  • Knowledge Sharing: Knowledge base article creation, technical enablement sessions
  • Email Vendor Management: Netcore, SendGrid, SparkPost
  • Domain Authentication: SPF, DKIM, DMARC
  • Ticket Management: Zoho

Timeline

SENIOR PRODUCT SUPPORT ENGINEER

LEADSQUARED
04.2025 - Current

PRODUCT SUPPORT ENGINEER

LEADSQUARED
01.2023 - 03.2025

B.Tech - Computer Science Engineering

SRM INSTITUTE OF SCIENCE AND TECHNOLOGY

Hobbies and Interests

  • Avid reader of fiction, exploring diverse genres and authors.
  • Cinema enthusiast, with a keen interest in film appreciation and reviews.
  • Passionate about trekking and outdoor adventures.

Awards

  • Spotlight Award, LeadSquared (2023, 2024 & 2025) – Recognized for exemplary performance and significant contributions to the company.
  • Management Recognition – Acknowledged for successfully managing the team during extended periods, demonstrating leadership, dedication, and resilience.

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Alok Agarwal