Salmon Joseph Thangaraj
Coimbatore
Summary
Motivated Engineer recognized for strong critical thinking and problem-solving abilities coupled with successful 6-year track record in industry. Dedicated to offering innovative solutions to eliminate legacy issues and elevate performance metrics. Provides deep technical knowledge and common-sense business acumen for initiatives. Committed to reaching business goals through technical management and impactful analyses.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Supoort Engineer 2
Twilio Technology India Private Limited
Bengaluru
04.2023 - Current
- Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties.
- Strong knowledge of RESTful API’s with the ability to understand and troubleshoot issues with cloud solutions.
- Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.
- On call engineer for Twilio worldwide for initial triage and assessment for an affected service.
- Designed materials for industrial or commercial applications.
- Advised customers on use of products or services.
- Implemented proven methods to optimize production while meeting financial goals and providing cost savings.
- Wrote performance requirements for product development or engineering projects.
- Applied technical knowledge to help promote safe work environment and enhance customer satisfaction.
- Reviewed customer complaints regarding product performance or functionality issues.
- Maintained current knowledge of relevant technologies through continuing education courses.
- Generated reports summarizing engineering results for internal review.
- Documented all engineering activities according to established procedures.
- Collaborated with cross-functional teams throughout the development process to ensure successful outcomes.
- Identified customer needs and developed solutions based on user feedback.
- Developed and implemented engineering strategies to improve production efficiency.
Product Support Specialist
Exotel Techcom Private Limited
Bangalore
11.2021 - 03.2023
- Exotel is the emerging market's leading full stack customer engagement platform
- Manage customer engagement with Exotel's omnichannel contact centre, a suite of communication APIs and conversational AI platform over the cloud
- Product Champ is all areas and providing solutions to different issues of the client by taking different internal tools, coordinating with Technical Support, Network Operations, Customer Success, Product and Finance teams
- Working with internal and external stakeholders with a high level of ownership of our deliverables with a customer-first approach
- Onboarding the clients with after-sales support and Monthly scheduled meetings with the assigned clients to check their product usage
- Maintaining 100% CSAT consistently
- Multiple tasks/projects simultaneously and effectively work as an individual and as part of a team
- Working alongside with Engineering and Product team on launching new products on the platform.
- Conducted workflow analysis, space design or cost comparison analysis.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Developed training materials and procedures or trained users in proper use of product.
SWAT-Interim Lead
Amazon Development Centre India Customer Service
Coimbatore
09.2018 - 11.2021
- E-commerce platform
- Resolution specialist | SME - Tier 2 job supporting the agents in handling process queries, escalating the feedback shared by the customer to the relevant teams, ensuring the defective products for investigated and mentoring the associates on their performances
- SWAT Associate - Having been promoted from associates, being as a Swat agent trained in all international queries and processes including (US, UK, AU, and IN) and handling customer queries in all formats (calls, emails, chat)
- ProjectsAndon Cords | Refund mechanisms.
Education
Bachelor of Engineering - Electronics and Communication Engineering
CIET, Anna University
06.2018
Skills
- Knowledge of the SaaS business model, SaaS technologies, and related applications and customer-facing roles
- Voice support
- Up-selling
- Email support
- Chat support
- Familiarity with major computer systems, software programs, hardware, new feature upgrades, and conflict resolution
- Positive attitude
- Technical issue resolution
- Suggesting best practices
- Ticketing Tools & Platforms: Freshdesk, Postman, Slack, Postman, MS Office, PipeDrive
- Service Reports to Enterprise Clients
- Support Directory for internal support guidance
- Integration Software: Lead-Squared CRM, Fresh-works, Zoho Desk, HubSpot, WhatsApp
- API and Web Services
- Knowledge and understanding of SaaS-based applications, web-based applications and related technology
- Postman- API testing
- Linux Fundamentals
- System Administration
- Technical Debugging and Product support to Enterprise clients
- SSL WebRTC
- Database Management
- UI side debugging
- Server side debugging
- Good customer service skills, including communication (verbal and written), active listening, and interpersonal skills
- Excellent problem-solving ability, troubleshooting, and critical thinking skills
- Provide technical assistance with software and best solutions based on customer's requirements
- Root Cause Analysis
- Technical reporting
- Process Development
Languages
- English, Full Professional Proficiency
- Tamil, Native or Bilingual Proficiency
Certification
- Incident Responder Certification Issued by PagerDuty.
- Rest API Automation Course With Basics To Advanced Level Framework Implementation From ScratchRest API Automation Course With Basics To Advanced Level Framework Implementation From Scratch - Udemy
Affiliations
- Nominated for internal projects for the betterment of team and enhance customer satisfaction.
- Projects : Backlog Tracking , WISE OWL ( AI Testing tool ), Ticket Analysis
Timeline
Technical Supoort Engineer 2
Twilio Technology India Private Limited
04.2023 - Current
Product Support Specialist
Exotel Techcom Private Limited
11.2021 - 03.2023
SWAT-Interim Lead
Amazon Development Centre India Customer Service
09.2018 - 11.2021
Bachelor of Engineering - Electronics and Communication Engineering
CIET, Anna University
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