Priyank Raj
Bengaluru
Summary
Dynamic and results-driven Lead Tech Support Engineer with a proven track record in managing technical services and support operations. Expertise in troubleshooting, system analysis, and delivering innovative solutions to complex technical challenges. Skilled in leading teams, engaging key stakeholders, and executing projects that align with business objectives and timelines. Committed to continuous learning and professional development, leveraging the latest technologies and methodologies to enhance support services.
Overview
6
6
years of professional experience
Work History
Lead- Support Engineer
Telus Digital
07.2025 - Current
- Established processes & procedures to streamline support operations and ensure consistent resolution practices.
- Implemented CRM and log-reading tools to improve ticket management, troubleshooting efficiency, and data visibility.
- Led and mentored support engineers, acting as the escalation point for complex technical issues.
- Collaborated with product and engineering teams to resolve recurring issues and improve customer experience.
- Defined KPIs and reporting dashboards to monitor performance, drive continuous improvement, and enable proactive support.
Lead- Tech Support Engineer
Wayfair
08.2024 - 05.2025
- Leading a team of technical support engineers to provide top-tier support for Wayfair’s IT infrastructure and software solutions
- Managing escalations, ensuring timely resolution of critical P0 and P1 issues affecting global operations
- Developed comprehensive troubleshooting processes and automated solutions to reduce resolution time and increase customer satisfaction
- Collaborating with cross-functional teams to enhance system performance.
Senior Technical Support Analyst
ACI Worldwide
07.2023 - 07.2024
- Supported global financial institutions, managing critical P0 and P1 issues with a focus on minimizing downtime and ensuring client satisfaction
- Acted as the queue manager, improving response times and ensuring efficient ticket resolution
- Developed and implemented processes to resolve complex technical issues and escalated incidents.
Technical Support Analyst
daappa limited
01.2022 - 06.2023
- Provided technical support for SQL errors, software bugs, and configuration issues, ensuring smooth operation of client systems
- Managed software builds, database upgrades, and deployments, contributing to the stability and reliability of the client’s infrastructure
- Configured and maintained web applications, ensuring optimal performance and security.
Technical Support Engineer
PowerSchool
07.2020 - 01.2022
- Delivered technical support for SaaS products, assisting clients across US, Europe, and APAC regions with product usability and system issues
- Developed knowledge base articles and RCA reports, enhancing the quality of support and reducing issue recurrence
- Prepared detailed dashboards and reports for management, providing insights into support metrics and service efficiency.
Operation Executive
Infosys
09.2019 - 06.2020
- Developed a demo web application using C#, SQL Server, and MVC architecture for internal use
- Participated in cross-functional projects, applying Python and OOP concepts to solve complex business problems.
Education
Bachelor of Computer Applications - Computer Science
Ramaiah College
06.2019
Skills
- Salesforce CRM, Jira
- API, REST, XML
- Docker, Apache Tomcat
- Problem Solving
- Knowledge Management
- AWS, Microsoft Azure, GCP
- DevOps, IIS
- Technical Support
- Python, Java, Net, C#
- ELK Stack, Grafana, BrowserStack
LANGUAGE
English Proficient (C2)
Hindi Proficient (C2)
Timeline
Lead- Support Engineer
Telus Digital
07.2025 - Current
Lead- Tech Support Engineer
Wayfair
08.2024 - 05.2025
Senior Technical Support Analyst
ACI Worldwide
07.2023 - 07.2024
Technical Support Analyst
daappa limited
01.2022 - 06.2023
Technical Support Engineer
PowerSchool
07.2020 - 01.2022
Operation Executive
Infosys
09.2019 - 06.2020
Bachelor of Computer Applications - Computer Science
Ramaiah College
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