Pramod Tushar Khodke
Nashik
Summary
Results-driven Technical Support Engineer with 5+ years of experience supporting enterprise customers across messaging, voice, email, and cloud communication platforms. Expert in troubleshooting API-driven systems, resolving complex deliverability issues, and handling high-impact escalations across chat, email, and voice channels. Strong advocate for Voice of Customer (VoC), with proven ability to identify product gaps, perform root cause analysis, and collaborate with Product and Engineering teams to improve product supportability, quality, and customer experience. Known for excellent communication, stakeholder management, and ability to simplify complex technical concepts for diverse audiences.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Support Engineer (L2)
Twilio
2023.09 - Current
- Provide L2 support to enterprise customers across Messaging, Voice, and Email (SendGrid) products
- Troubleshoot API integrations, message deliverability issues, error codes, and compliance-related queries (10DLC, Toll-Free, Short Codes)
- Debug complex issues using logs, SQL queries, Splunk, and internal observability tools
- Handle critical escalations including SDM, P1 incidents, and Code Red scenarios
- File detailed Jira tickets with RCA, logs, and impact analysis for Engineering teams
- Advocated for customers by identifying recurring issues and facilitating product improvements
- Conducted root cause analysis and documented findings to enhance future incident responses
- Collaborate cross-functionally with Product, Engineering, Fraud Ops, Billing, and Legal teams
- Support fraud detection use cases such as SMS pumping and account takeover
- Work on DSR (Data Subject Requests) and security/compliance cases
- Deliver support via chat, email, phone, and video conferencing
- Train APAC & EMEA teams and mentor junior engineers
- Improve internal knowledge base, macros, and documentation
- Analyze ticket trends using Tableau/Airtable to reduce support volume
- Resolved Code Red situation by streamlining 10DLC onboarding process, reducing customer impact
- Contributed to revenue growth via Fast Track feature adoption and customer retention strategies
Technical Support Engineer
Aress Software
2022.03 - 2023.07
- Delivered technical support across web hosting, billing, and customer experience domains
- Resolved issues via chat, email, and calls ensuring SLA compliance
- Conducted remote sessions for troubleshooting and demos
- Enhanced customer retention by providing strategic support and identifying upselling opportunities
- Recognized as Best Performer for achieving high CSAT and performance
- Created macros and refined documentation to streamline processes
- Contributed to process improvement initiatives, includingtraining AI systems and developing macros to enhanceeciency and turnaround time.
- Contributed to process improvement initiatives, including
training AI systems and developing macros to enhance
eciency and turnaround time. - Worked closely with management on high-priority projects
to drive revenue growth. - Data analysis and reporting insights especially with Tableau and Airtable.
KYC Analyst
WNS Global Services
2020.02 - 2020.12
- Ensured AML compliance and documented fraud cases for regulatory reporting
- Analyzed financial transactions to identify and escalate suspicious activities
- Conducted risk-based analysis to enhance fraud prevention strategies
- Utilized Jira to manage issue escalations effectively.
Education
BSc -
Pune University
2021-01
HSC -
Maharashtra State Board
2017-01
SSC -
Maharashtra State Board
2015-01
Skills
- Incident Management
- Escalation Management
- Network Troubleshooting
- Log Analysis
- REST APIs
- SQL
- Data Analysis
- Salesforce
- Zendesk
- CRM software
- Tableau
- Looker
- Airtable
- Splunk
- Messaging
- Email Deliverability
- Customer Success
- Technical Account Management
- Stakeholder Communication
- Zendesk
Certification
- Project Management Foundations
- Cybersecurity Foundations
- Social media management
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Matrimony Platform Startup - Project
- Co-built and scaled a niche matrimony platform targeting a specific customer segment, contributing across product development, user experience (UX), and operations
- Designed and improved user interface and customer journey, enhancing usability and onboarding experience
- Collaborated on product strategy and feature enhancements based on customer feedback and usage patterns
- Led end-to-end operations, including customer onboarding, support, and process optimization
- Demonstrated strong product thinking, customer-centric design, and business impact
Timeline
Technical Support Engineer (L2)
Twilio
2023.09 - Current
Technical Support Engineer
Aress Software
2022.03 - 2023.07
KYC Analyst
WNS Global Services
2020.02 - 2020.12
BSc -
Pune University
HSC -
Maharashtra State Board
SSC -
Maharashtra State Board