Overview
Work History
Education
Skills
Awards
Timeline
Generic

Diksha Kaundal

Bengaluru

Overview

3
3
years of professional experience

Work History

Senior Technical Support Engineer

Project44
06.2025 - Current
  • In this role, I leveraged my strong problem-solving skills, cross-functional team collaboration, and deliver exceptional customer solutions and product management.
  • Provided technical support to customers via various channels including email, chats and calls demonstrating expertise in web applications, SQL, JavaScript, APIs, and logs.
  • Logged software defects using bug tracking systems like JIRA and collaborated closely with software developers to analyses and track defects to resolution.
  • Conducted in-depth research, diagnosis, and troubleshooting to identify and resolve customer issues promptly and effectively.
  • Published internal and external knowledge base articles and whitepapers to enhance product understanding within the team and facilitate self-service for customers.
  • Investigated complex customer problems in testing/production environments, successfully replicating issues and contributing to 20% of bug fixes and 5% product enhancements.

Senior Technical Support Specialist

SciSpace
02.2024 - 05.2025
  • Maintain
  • Build dashboards to monitor KPIs: retention, onboarding, revenue; enabled data-driven decisions.
  • Reduced recurring issues by 25% and improved platform reliability via structured feedback.
  • Analyze Stripe data to identify anomalies and support churn-reduction strategies.
  • Create onboarding resources and feature logs, boosting product engagement.
  • Facilitate client-support-product syncs for clear, ongoing communication.
  • Use Metabase & Amplitude to track behavior, trends, and feature impact.

Technical Support Engineer

FarEye Technologies
12.2022 - 02.2024
  • Compiled concise MSRs for key US clients, detailing ticket logs, SLA violations, CSAT trends, and actionable insights for feedback, training, and new feature launches.
  • Reduced repeat issues by 25% through root cause analysis and fixes.
  • Supported users via chat, email, and calls; applied HTML, CSS, JavaScript for issue resolution.
  • Handled US clients (Hello Fresh, UPS, Electrolux), improving resolution times through real-time troubleshooting.
  • Managed escalations, ticket flow, and MSRs via JIRA and Freshdesk; resolved release bugs to boost stability by 30%.
  • Conducted log analysis (Grafana), health checks (New Relic), and API/DB testing (Postman).

Education

B.Tech -

RGGEC
09.2022

Skills

  • Technologies: Javascript, REST API, MySQL, JSON
  • Tools: PuTTY/MobaXterm, Postman, Grafana/New Relic/Observe, GitHub, Jira, Freshdesk/Zendesk, Excel
  • Soft Skills: Communication, Client Relations, Troubleshooting

Awards

Knowledge Champion for bug solutions; Best Engineer for analysis, escalations & product improvements.

Timeline

Senior Technical Support Engineer

Project44
06.2025 - Current

Senior Technical Support Specialist

SciSpace
02.2024 - 05.2025

Technical Support Engineer

FarEye Technologies
12.2022 - 02.2024

B.Tech -

RGGEC

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Diksha Kaundal