Karthick Gowtham S
Support Engineer
Coimbatore
Summary
Results-driven Support Engineer with 3 years of SaaS experience in technical support and incident resolution. Proven track record of fast, effective issue resolution and cross-functional collaboration. Recognized for exceptional service delivery with the Center of Excellence Award in 2023. Committed to driving operational efficiency and delivering outstanding customer experiences in dynamic, fast-paced environments.
Overview
4
4
years of professional experience
3
3
Certifications
Work History
Support Engineer
Responsive (Formerly RFPIO)
10.2024 - Current
- Delivered expert-level support to enterprise clients, ensuring timely resolution of incidents, escalations, and technical queries
- Acted as a key liaison between product, engineering, and customer teams to coordinate bug fixes and feature enhancements
- Created JIRA tickets for 90% of support escalations on the same day, ensuring accurate and timely issue tracking
- Improved client retention through proactive communication and prompt resolution of critical issues
- Served as Subject Matter Expert (SME) for third-party tools, enabling seamless integrations across multiple platforms
- Maintained a 0% DSAT (Dissatisfied Customer) rate, consistently ensuring high customer satisfaction and service quality
- Developed and maintained internal knowledge base by documenting issues, resolutions, and best practices
- Participated in testing and validating new features to ensure functionality and quality before customer deployment
- Leveraged Known Error Database (KEDB) to enhance troubleshooting efficiency and reduce resolution times
Customer Support Specialist
RFPIO
06.2022 - 09.2024
- Provided prompt and professional customer support via email and live chat, ensuring a consistently high standard of service
- Handled a high volume of inbound calls while maintaining exceptional call quality and adherence to support protocols
- Utilized CRM tools to efficiently manage customer interactions, document detailed case notes, and quickly retrieve account information
- Built and maintained strong client relationships, contributing to repeat business and consistently positive customer feedback
Associate Customer Support Specialist (Internship)
RFPIO
08.2021 - 06.2022
- Delivered technical support for SaaS products by resolving user queries and troubleshooting product-related issues across multiple channels (phone, email, live chat)
- Consistently achieved 100% Customer Satisfaction (CSAT) and met all Service Level Agreement (SLA) targets
- Managed and prioritized incoming support tickets to ensure timely and effective resolution
- Collaborated with cross-functional technical teams to identify and escalate recurring issues, contributing to product and service improvements
- Maintained a high standard of professionalism in all customer interactions, enhancing overall customer experience
Education
Bachelor of Engineering - Electrical Engineering
Sri Ramakrishna Engineering College
Coimbatore, India01.2022
Skills
CRM - Salesforce
Ticketing and Management Tool: JIRA, Zendesk
Log Analysis: ELK
undefinedCertification
ITIL foundation | People cert | 2024
Timeline
Support Engineer
Responsive (Formerly RFPIO)
10.2024 - Current
Customer Support Specialist
RFPIO
06.2022 - 09.2024
Associate Customer Support Specialist (Internship)
RFPIO
08.2021 - 06.2022
Bachelor of Engineering - Electrical Engineering
Sri Ramakrishna Engineering College