Smruthi D
Bangalore
Summary
Highly skilled Senior Solutions Engineer with expertise in troubleshooting complex issues with SaaS and CPaaS products using programming languages, APIs, and networking protocols. Strong collaborator with cross-functional teams, driving product improvements and customer satisfaction. Skilled in documenting solutions and managing projects independently to enhance customer experiences.
Overview
4
4
years of professional experience
Work History
Senior Solutions Engineer
Plivo
Bangalore
03.2024 - Current
- Collaborated closely with Product Management, Sales and Engineering teams to identify and implement product improvements, enhancing customer experience and product functionality.
- Thrived in a fast-paced startup environment, wearing multiple hats across product support, customer success, and technical consulting to drive business growth and enhance user experience
- Acted as an onboarding specialist to new customers ensuring product understanding and alignment with client requirements for optimal efficiency
- Demonstrated strong ownership of customer issues, effectively troubleshooting and resolving technical problems to ensure customer satisfaction.
- Leveraged hands-on experience with Python to diagnose and resolve complex customer issues.
- Utilized strong knowledge of RESTful APIs to troubleshoot and resolve technical challenges efficiently.
- Applied deep understanding of SQL, Networking (TCP/UDP/IP), and HTTP protocols to resolve customer inquiries.
- Analyzed customer data and trends using tools like MS Excel and Google Sheets, identifying opportunities to improve product features and customer experience.
- Maintained up-to-date knowledge of competitor offerings and market trends, leveraging insights to inform solution development and positioning strategies.
Product Analyst
Sprinklr
04.2022 - 03.2024
- Served as dedicated advocate for customer success on Sprinklr product, actively managing and enhancing customer health
- Participated in product innovation by identifying and representing customer needs and presenting new product capabilities
- Proficient in end-to-end product release management, overseeing product launches by performing sanity checks
- Demonstrated ability to collaborate cross-functionally with Engineering, Product, and Success teams to ensure seamless and successful product releases
- Solved over 4500 tickets with average of 9.16 CSAT score
Product Support Engineer
Sprinklr
12.2020 - 04.2022
- Resolved product and customer issues by troubleshooting and providing effective solutions on SAAS application
- Drove continuous improvement culture in engineering to provide clear product design standards, improve manufacturability through enhanced documentation and reduce engineering cycle time
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
- Identified new enhancements to product that improved customer satisfaction, reduced tickets and kept product line in forefront of industry
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
Education
BE / B.Tech: Information science -
MVJ College of Engineering
BangaloreXII -
Gopalan PU College
BangaloreSSLC -
HAL East Primary And Girls High School
BangaloreSkills
- Python
- Technical issues analysis
- Inter-department collaboration
- Customer Relations
- MySQL
- Rest API
- XML
- Data science
Accomplishments
- Runner-up | Plivo Hackathon
- Early Achiever Award for maximum CSATs
- Performance 360 Award
- Spot Award for Skill Set and Team work [4]
- Runner Up in Public Speaking | Sprinklr Toastmasters
- 3rd Prize in Photography | Sprinklr's Got Talent
Skills
Technical issues analysis
Personal Information
Tools
- Jira
- Confluence
- Opensearch
- Zendesk
- Postman
Timeline
Senior Solutions Engineer
Plivo
03.2024 - Current
Product Analyst
Sprinklr
04.2022 - 03.2024
Product Support Engineer
Sprinklr
12.2020 - 04.2022
BE / B.Tech: Information science -
MVJ College of Engineering
XII -
Gopalan PU College
SSLC -
HAL East Primary And Girls High School
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