Sagar Satyarapu
Hyderabad
Summary
Results-driven Technical Support & Customer Success Leader with 12+ years of experience in escalation management, customer advocacy, and technical solutions. Proven track record of leading support teams, resolving complex issues, and driving customer satisfaction in fast-paced startup environments. Skilled in cross-functional collaboration, process optimization, and building scalable support strategies to enhance customer experience and retention.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Technical Support Engineer
Salesforce
12.2020 - Current
- Providing product support for Tableau Desktop, Tableau Server and Tableau Online
- Tableau reader, Tableau Mobile
- Help meet the service needs of all customers and achieve defined Technical Support program levels
- Managed and resolved high-priority escalations by coordinating with cross-functional teams to ensure timely resolution and customer satisfaction.
- Served as the primary point of contact for complex customer issues, providing expert-level support and guidance.
- Investigated escalated cases, analyzed root causes, and implemented corrective actions to prevent recurrence.
- Maintained detailed documentation of escalations, resolutions, and process improvements to enhance knowledge-sharing.
- Trained and mentored junior team members on effective escalation handling and conflict resolution strategies.
- Collaborated with stakeholders, including technical support, product, and operations teams, to streamline escalation processes and improve service efficiency.
- Monitored key performance metrics related to escalations and customer satisfaction, providing reports and insights to leadership.
- Guide new customers with the deployment of Tableau Server.
Technical Support Engineer - Development Services
AppointmentPlus India
06.2017 - 12.2020
- Providing product support for 'Appointment Plus software' and 'Opendock'
- Acted as a technical advisor and trusted partner for customers, ensuring successful adoption and optimization of company products.
- Managed customer onboarding, training, and implementation, providing proactive support to drive product value.
- Resolved complex technical issues by collaborating with engineering, product, and support teams to ensure timely solutions.
- Analyzed customer feedback and usage data to identify pain points and recommend improvements for product and service enhancements.
- Developed knowledge base articles, best practices, and training materials to empower customers and internal teams.
- Led customer escalations, ensuring effective communication and resolution while maintaining high satisfaction levels.
- Conducted regular check-ins and business reviews with customers to assess needs, address concerns, and drive retention.
- Worked closely with sales and account management teams to identify expansion opportunities and drive customer growth.
Provisional Engineer
GoldStone Technologies
05.2014 - 05.2014
- Pilot member of the team
- Providing technical support for Customers using Bluejeans Video conferencing
- Provisioning new Customers with accounts and requested services
- Led customer onboarding processes, ensuring smooth implementation and integration of company products.
- Provided technical guidance and hands-on support to customers during setup, configuration, and deployment.
- Developed and delivered customized training sessions, documentation, and best practices to enhance product adoption.
- Collaborated with cross-functional teams, including product, engineering, and customer success, to improve onboarding efficiency.
- Troubleshoot technical issues during onboarding, working closely with support and development teams to ensure timely resolution.
- Gathered customer feedback and insights to refine onboarding processes and contribute to product improvements.
- Created automation scripts and tools to streamline onboarding workflows and reduce manual effort.
- Conducted regular follow-ups with new customers to ensure continued success and identify potential challenges early.
- Monitoring the logs for audio/video issues for BlueJeans and Intercall customers.
Associate Software Engineer
Sutherland Global Services
10.2013 - 05.2014
- Assisting in creating interfaces between Allscripts PM Application and Databases in Sql server
- Configured, deployed, and optimized network infrastructure, ensuring high availability and security.
- Troubleshot complex networking and software issues, collaborating with cross-functional teams to implement effective solutions.
- Developed automation scripts and tools to streamline network operations and system administration tasks.
- Integrated software applications with network services, ensuring seamless communication and performance.
- Conducted performance tuning and optimization for both network and software components.
- Implemented security best practices, including firewall configurations, VPN setups, and intrusion detection.
- Provided technical support and guidance to internal teams and clients on software and networking-related issues.
Associate
Wipro
11.2012 - 10.2013
- Providing technical support for Hewlett Packard products desktops, laptops, webcams, accessories etc
- Probing to find out the root cause of the issue
- Writing Defect report for Hardware issues on Server products
- Research and troubleshoot the inbuilt software application issue
- Assisting Management in achieving Sales Objectives by selling HP products
- Assisting in creating Defect reports for customers
Education
ICSE - MPC discipline
Seventh day Adventist
03.2008
Computer Science and Engineering -
Malla Reddy institute of Technology
Bachelor's Degree - Computer Science
Sri Chaitanya junior college
06.2012
Skills
- Java
- HTML & CSS
- JQuery
- HTML
- JavaScript
- Linux
- Computer Networking
- Python
- SQL
- Databases
- Tableau
- Windows Server
- JIRA
- Wireshark
- Fiddler Tracer
- Monitoring Tools
- SAML
- AZURE
- OKTA
- PingFederate
- AWS
- Google Cloud Platform
- Kerberos
- OpenID connect
- SSL
- Active Directory
- Cipher Suites
- Packet loss
- Packet Capture
- WebServers
Certification
Tableau Server Certification, Tableau
Personal Information
- Date of Birth: July 3rd '91
- Nationality: Indian
Timeline
Senior Technical Support Engineer
Salesforce
12.2020 - Current
Technical Support Engineer - Development Services
AppointmentPlus India
06.2017 - 12.2020
Provisional Engineer
GoldStone Technologies
05.2014 - 05.2014
Associate Software Engineer
Sutherland Global Services
10.2013 - 05.2014
Associate
Wipro
11.2012 - 10.2013
Computer Science and Engineering -
Malla Reddy institute of Technology
Bachelor's Degree - Computer Science
Sri Chaitanya junior college
ICSE - MPC discipline
Seventh day Adventist
Similar Profiles
Manasa BommanaManasa Bommana
Success Guide at SalesforceSuccess Guide at Salesforce
Miles W. VoehlMiles W. Voehl
Principal Solution Engineer at SalesforcePrincipal Solution Engineer at Salesforce
Ashwin PurwarAshwin Purwar
Success Engineer at SalesforceSuccess Engineer at Salesforce
Pratyush SrivastvaPratyush Srivastva
Technical Support Engineer at SalesforceTechnical Support Engineer at Salesforce
Sanjeet NigodiaSanjeet Nigodia
Sr. BDR at Savant LabsSr. BDR at Savant Labs