PRAJAKTA KUNDE

Pune

Summary

Results-driven Technical Support Engineer with 4+ years of experience in Enterprise SaaS support, specializing in troubleshooting complex application, integration, and data-related issues in cloud-based platforms like Domo. Strong expertise in SQL, API debugging, ETL/ELT pipelines, Unix/Linux environments, and log analysis using monitoring tools. Proven ability to handle critical escalations, perform Root Cause Analysis (RCA), and collaborate with Engineering, Product, and Customer Success teams in 24x7 support environments. Consistently delivers high customer satisfaction (CSAT) while meeting strict SLA requirements.

Overview

years of professional experience

Work History

Technical Advisor / Technical Support Engineer

DOMO

Pune, Maharashtra

09.2023 - 04.2026

Provided advanced technical support for enterprise Domo SaaS platform, including data integration and analytics workflows
Troubleshot complex ETL/ELT, API, and data pipeline issues using SQL, Postman, and debugging techniques
Supported customers in configuring and resolving issues in production and UAT environments
Performed data validation, transformation debugging, and workflow optimization in cloudbased systems
Conducted Root Cause Analysis (RCA) for recurring P1/P2 incidents and collaborated with Engineering teams for permanent fixes
Handled critical escalations as first point of contact for high-priority customer issues
Monitored system behaviour and logs using Kibana / Splunk-like tools, Dynatrace to identify failures and performance issues
Worked in Unix/Linux environments for log analysis, system debugging, and troubleshooting application issues
Collaborated with Customer Success, Account Managers, and Product teams for onboarding and implementation support
Ensured adherence to SLA timelines while maintaining strong customer satisfaction (CSAT) scores
Assisted in resolving SSO, IAM, SFTP, and cloud integration issues across enterprise environments
Mentored junior support engineers and shared troubleshooting best practices.
Supported billing, subscription, invoice, and account-related technical queries in collaboration with operations teams. Improved case handling efficiency through structured troubleshooting and proactive issue management
Contributed to knowledge base documentation, process improvement initiatives, and technical training sessions.

Software Engineer

Yardi

Pune, Maharashtra

03.2023 - 09.2023

Delivered Level-2 (L2) technical support for Yardi Voyager and resolved enterprise production issues.
Executed SQL queries and backend fixes to resolve data inconsistencies and improve application stability.
Collaborated with internal teams for issue resolution, incident tracking, and customer communication.

Assistant System Engineer

Tata Consultancy Services

12.2021 - 03.2023

Provided end-to-end technical support for Mitsubishi (Japan) automotive infotainment systems and connected vehicle applications
Performed L2/L3 troubleshooting for system issues including application crashes, connectivity failures, and performance degradation
Created and maintained technical documentation including user manuals, support guides, troubleshooting playbooks, and knowledge base articles

Education

Bachelor of Engineering - Electronics and Telecommunication

Pune University

Pune, India

01-2020

Skills

SQL
Data Analysis
ETL/ELT
Data validation
REST APIs
Postman
Unix/Linux
Jira
Salesforce CRM
ServiceNow
Incident Management
Kibana
Splunk

Dynatrace
Log Analysis
Debugging
SSO
SFTP
API integrations
Troubleshooting
RCA
Production Support
Escalation Handling
SLA management
SaaS platform experience

CERTIFICATIONS & ACHIEVEMENTS

Majordomo Certification
Employee of the Month - Domo
Excellent CSAT and NPS ratings
Strong customer handling and technical troubleshooting skills

Websites, Profiles

LinkedIn - https://www.linkedin.com/in/prajakta-kunde-b0a0b7382

Timeline