Summary
Overview
Work History
Education
Skills
Certification
Extra Activities And Interests
Timeline
Generic

AMRITHA S

Bengaluru

Summary

I am a passionate and detail-oriented technical support professional with hands-on experience in enterprise SaaS, troubleshooting, cross-functional collaboration, and process optimization. With a strong foundation in tools like Salesforce, JIRA, Splunk, SQL, and SSO, I thrive in fast-paced environments where problem-solving, customer empathy, and continuous improvement are key. Over time, my close collaboration with Product, Engineering, and Customer Success teams has sparked a growing interest in product strategy and user experience. I’m eager to contribute to a dynamic organization where I can apply my technical expertise while continuing to grow in roles that blend support, product thinking, and customer impact.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Senior Technical Support Engineer

Clari
03.2025 - Current
  • Contributed to key support initiatives across multiple Clari products, focusing on case prioritization, SLA management, and queue health.
  • Worked closely with Product and Engineering teams to identify recurring issues, analyze support trends, and suggest improvements to reduce volume and enhance efficiency.
  • Trained and onboarded new hires by developing documentation, facilitating sessions, and offering mentorship.
  • Conduct regular case audits to ensure technical accuracy, completeness, and high standards in customer communication.
  • Helped automate repetitive tasks and improve internal workflows to reduce manual effort and speed up resolution times.
  • Investigate complex issues using tools such as Splunk, Sumo Logic, PostgreSQL, MongoDB, and JSON.
  • Collaborated with cross-functional stakeholders to share customer insights and support product-level decisions with technical context.

Technical Support Engineer II

Clari
10.2023 - 03.2025
  • Delivered enterprise-level technical support for Clari’s AI-driven Revenue Operations Platform, assisting B2B customers and Customer Success Managers through Salesforce and Zendesk.
  • Handled complex product issues and escalations, working cross-functionally with Engineering via JIRA to ensure timely resolution.
  • Investigated customer problems using MongoDB, PostgreSQL (SQL), and log analysis tools like Sumo Logic.
  • Authored and maintained product documentation on Confluence and supported the external knowledge base for self-service enablement.
  • Cross-trained to support an additional product acquired by Clari, expanding domain knowledge and providing consistent support across platforms.
  • Maintained case hygiene and support queue health, ensuring SLA compliance and consistent customer experience.
  • Focused on proactive support by identifying issue trends and contributing to process and documentation improvements.

Frontline Support Engineer

Clari
06.2022 - 10.2023
  • Provided first-level technical support for Clari’s Revenue Operations Platform, resolving customer issues via backend configs, SQL, and JSON.
  • Managed tickets through Salesforce and Zendesk, ensuring SLA compliance and clear communication.
  • Collaborated with Engineering to escalate and track product bugs via JIRA.
  • Authored internal documentation and troubleshooting guides to streamline support processes.

Sr System Engineer

Cognizant
01.2022 - 06.2022
  • Worked in the Identity and Access Management (IAM) team, managing application and clinic access provisioning for healthcare staff.
  • Took ownership of high-priority access-related issues and worked closely with internal teams to ensure secure and timely resolutions.
  • Monitored support queues and oversaw ticket lifecycle to maintain response SLAs and case hygiene.
  • Acted as a point of escalation for complex technical and access-related problems, contributing to overall support team efficiency.

System Engineer

Cognizant
12.2020 - 12.2021
  • Provided frontline technical support to healthcare professionals (Doctors, PCTs, and Nurses) for applications, dialysis machines, printers, and clinic systems.
  • Ensured minimal disruption to clinical operations by resolving hardware and application issues in a timely manner.
  • Assisted in handling ticket flow, updating case details, and maintaining effective communication with end users.

Education

MBA - FinTech

Birla Institute of Technology and Science (BITS) Pilani
01.2024

Bachelor of Engineering - Telecommunication

Kammavari Sangha Institute of Technology (KSIT)
01.2020

Pre-University Course (PUC) - undefined

Vijaya Composite PU College
01.2016

SSLC - undefined

Vijaya High School
01.2014

Skills

    Technical Skills

  • SQL (PostgreSQL), MongoDB, JSON
  • Log Analysis: Splunk, Sumo Logic
  • Identity & Access Management (IAM), SAML SSO
  • Debugging & Root Cause Analysis
  • Automation & Process Optimization
  • Tools & Platforms

  • Salesforce CRM
  • Zendesk
  • JIRA
  • Confluence
  • ServiceNow, Remedy (Ticketing Systems)
  • Product & Support Skills

  • SaaS Product Support
  • Knowledge Base Management
  • Cross-functional Collaboration
  • Case Auditing & Queue Hygiene
  • Support Trend Analysis & Reporting
  • Programming & Web Basics

  • Python, C, C
  • HTML, CSS
  • Soft Skills

  • Problem Solving
  • Customer Empathy
  • Communication & Collaboration
  • Adaptability
  • Team Mentorship & Training

Certification

  • The Ultimate Salesforce Administrator Certification
  • The Complete Python Bootcamp – Udemy
  • The Complete SQL Bootcamp – Udemy

Extra Activities And Interests

  • Clari Cares Council – India Member; led CSR activities across Clari India, including donation drives and employee volunteering initiatives focused on community development and social impact.
  • Member of MYTHRI Foundation, a cooperative circle under the United Religions Initiative (URI), a UN-affiliated organization.
  • Served as a Peace Ambassador for the One Billion Youth for Peace campaign.
  • Represented Bangalore at the International Student Summit on Religions and Climate Justice held in Kollam, Kerala.
  • Avid badminton and pickleball enthusiast — always up for a good rally and some healthy competition!

Timeline

Senior Technical Support Engineer

Clari
03.2025 - Current

Technical Support Engineer II

Clari
10.2023 - 03.2025

Frontline Support Engineer

Clari
06.2022 - 10.2023

Sr System Engineer

Cognizant
01.2022 - 06.2022

System Engineer

Cognizant
12.2020 - 12.2021

Bachelor of Engineering - Telecommunication

Kammavari Sangha Institute of Technology (KSIT)

Pre-University Course (PUC) - undefined

Vijaya Composite PU College

SSLC - undefined

Vijaya High School

MBA - FinTech

Birla Institute of Technology and Science (BITS) Pilani
AMRITHA S