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Mohit Asthana
Lucknow
Summary
Experienced Principal Technical Support Engineer with Salesforce.com India Pvt Ltd, dedicated to operational excellence and enhancing team performance. Skilled in Salesforce Marketing Cloud and escalation management, cultivating a culture of continuous improvement and talent development. Successfully improved customer satisfaction metrics through strategic insights and proactive engagement, aligning efforts with corporate KPIs.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Principal Technical Support Engineer - Swarm Lead
Salesforce.com India Pvt Ltd
12.2023 - Current
- Oversaw swarm team operations across Americas, focusing on proactive monitoring and case engineering management.
- Cultivated a culture of psychological safety by mentoring team members through regular feedback sessions.
- Aligned performance metrics with corporate KPIs from V2MOM, ensuring effective accountability.
- Addressed skill gaps by designing and facilitating enablement sessions for product readiness.
- Served as strategic escalation point for resolving complex customer issues with expert resource coordination.
- Advocated for AI tool utilization within the team to foster a productivity-driven culture.
- Engaged with cross-functional teams to enhance best practices and alleviate collaboration challenges.
- Produced performance reports with actionable insights for senior stakeholders, supporting ongoing improvement initiatives.
Sr. Technical Support Engineer
Salesforce.com India Pvt Ltd
08.2022 - 11.2023
- Delivered expert coaching and proactive customer engagements to Signature customers, helping them optimize Salesforce Marketing Cloud adoption and realize measurable business value.
- Diagnosed and resolved complex customer-reported issues including system errors, configuration challenges, and data integration failures, collaborating with Engineering/TMP and Professional Services.
- Provided swarming support across channels as a trusted resource and escalation point for peers, facilitating seamless issue resolution.
- Led internal team projects focused on SLA adherence, escalation management, and LCSAT review, driving improvements in service quality.
- Conducted training sessions and mentored new joiners on support processes for Premier & Signature Success, accelerating ramp time and enhancing team throughput.
- Salesforce Marketing Cloud (Signature Support)
Technical Support Engineer
Salesforce.com India Pvt Ltd
07.2019 - 07.2022
- Provided global support to utilize Salesforce Marketing Cloud platform to enhance marketing strategies. Signature customers, ensuring timely and high-quality resolutions that improved CSAT and customer retention.
- Liaised between customers and internal teams to resolve escalated cases efficiently.
- Leveraged diagnostic tools including Job Explorer, Splunk, and Kibana to narrow down root causes and deliver accurate resolutions.
- Created and maintained knowledge base articles, technical documentation, and troubleshooting guides, facilitating team-wide knowledge sharing.
- Salesforce Marketing Cloud
Sr. Technical Associate
Technocrates Info Solution (Publicis.Sapient)
12.2017 - 07.2019
- Delivered end-to-end SFMC implementations, including Email Studio, Journey Builder, Automation Studio, Contact Builder, and Mobile Connect.
- Onboarded new clients into SFMC, providing training and guiding best practices for platform adoption to enhance user engagement.
- Built data relationships, contact models, and implemented Marketing Cloud Connect integrations.
- Developed reports and dashboards to monitor data quality, facilitating informed business decision-making.
- Led team of 6, coordinating task assignment, escalation follow-ups, issue tracking, and root cause analysis to ensure project alignment.
- Managed project creation and assignment on JIRA & Confluence.
Application Engineer
PI Softek
02.2015 - 09.2017
- Utilized Data Extensions, Email Studio, Automation Studio, and Journey Builder to execute targeted marketing strategies.
- Implemented campaign automations, providing setup, training, and execution support to streamline marketing processes.
- Delivered Platinum Support with Pro-Active Monitoring for Signature customers.
- Coordinated cross-department communications to resolve issues, incidents, problems, and changes, enhancing collaborative problem-solving.
- Managed Salesforce Marketing Cloud to enhance marketing efforts.
Sr. Support Analyst
Saimax Technologies (Intuit)
04.2012 - 02.2015
- Supported CRM Manager in generating accurate sales forecasts, opportunity pipelines, and timely ad-hoc reports to inform decision-making.
- Developed reports and dashboards based on business requirements, collaborating with Tier 1 and Tier 3 teams to ensure alignment.
- Provided end-user support for Marketing Cloud jobs and applications, enhancing user experience and troubleshooting issues effectively.
Technical Associate
Wipro Limited (HP Tech)
04.2011 - 02.2012
- Provided technical support for Hewlett Packard products, resolving escalations to enhance customer satisfaction.
- Supported technical operations by troubleshooting hardware and software issues.
- Collaborated with teams to implement system upgrades and enhancements.
- Managed user accounts and maintained security protocols effectively.
Education
Bachelor of Engineering - Computer Science
Gwalior Engineering College
Gwalior, MP07-2010
Intermediate -
Herald Public Inter College
Lucknow, U.P.07-2005
High School -
St. Ann's Day Inter College
Lucknow, U.P.07-2003
Skills
- Technical support and CRM expertise
- Salesforce platform proficiency
- Marketing Cloud skills
- Automation Studio and Email Studio knowledge
- Analytics and reporting capabilities
- KPI tracking and dashboard creation
- Splunk and Kibana familiarity
- Jira and Confluence experience
- Quip documentation abilities
- Process improvement strategies
- Technical automation solutions
- Cross-functional collaboration
- Proactive engagement techniques
- CSAT and SLA adherence
- Escalation management expertise
- Team leadership and management skills
- Coaching and mentoring capabilities
- Talent development initiatives
- Performance review processes
Certification
- Salesforce Certified Marketing Cloud Consultant
- Salesforce Certified Marketing Cloud Administrator
- Salesforce Certified Marketing Cloud Email Specialist
- Salesforce Certified Marketing Cloud Developer
- Salesforce Certified Administrator
- Salesforce Certified AI Associate
- Salesforce Certified Agentforce Specialist
- Salesforce Data Cloud Consultant
Languages
- English
- Hindi
Personal Information
- Date of Birth: 03/02/90
- Marital Status: Married
Extracurricular Activities
- Event Manager, Technophilia Workshop - IIT Roorkee
- Participant, Robotics Workshop - IIT Roorkee
- Participant, National Conference - IEEE
- Participant, Web & Network Security Workshop - Appin Knowledge Solutions, Noida
- Assessor, Skill India Programme (Govt of India)
- Tutor, Non-profit programme for underprivileged school students
Activities Hobbies
- Singing
- Photography
Achievements Recognition
- Trailhead Triple Star Ranger
- Agentforce Champion, Innovator, Legend 2026
- Volunteer Rockstar - FY21, FY22
- SF Interviewer Certified
- Salesforce Accelerate Programme - 2024
Timeline
Principal Technical Support Engineer - Swarm Lead
Salesforce.com India Pvt Ltd
12.2023 - Current
Sr. Technical Support Engineer
Salesforce.com India Pvt Ltd
08.2022 - 11.2023
Technical Support Engineer
Salesforce.com India Pvt Ltd
07.2019 - 07.2022
Sr. Technical Associate
Technocrates Info Solution (Publicis.Sapient)
12.2017 - 07.2019
Application Engineer
PI Softek
02.2015 - 09.2017
Sr. Support Analyst
Saimax Technologies (Intuit)
04.2012 - 02.2015
Technical Associate
Wipro Limited (HP Tech)
04.2011 - 02.2012
Bachelor of Engineering - Computer Science
Gwalior Engineering College
Intermediate -
Herald Public Inter College
High School -
St. Ann's Day Inter College