As a Product Support Engineer, I play a pivotal role in ensuring clients have a seamless experience with B2B SaaS suite of products. I navigate the technical complexity of the platform and analyze them to offer strategic consulting on product optimization. Building custom solutions and providing effective solutions catering to both technical and non-technical stakeholders has been at the core of my approach. My primary focus is driving customer and product success while passionately advocating for our clients' needs.I perform critical investigations for escalated cases, aiming not just for top-notch CSAT but also to exceed SLA expectations. I thrive in this role alongside great people and culture, embracing immense learning opportunities through collaboration and the satisfaction of helping clients achieve their goals.I love meeting new people and sharing interests. Let's connect if you'd like to talk about emerging tech, software products, cinema, and music.Key Competencies: Complex Issue Resolution | Technical Consulting | Advanced Troubleshooting | Cross-functional Collaboration | Customer Advocacy | Product Management
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Support Engineer L2MixpanelBengaluru, Ka, In
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Support EngineerMixpanel Sep 2024 - Present
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Product Support EngineerMeltwater Sep 2023 - Jun 2024Bengaluru, Karnataka, India• Performed root-cause analysis and advanced technical troubleshooting for three product squads, including Meltwater Engage, a social media engagement solution.• Leveraged LinkedIn Marketing API and Facebook/Meta Graph API Explorer to resolve complex enterprise issues with social media integrations and analytics.• Triaged bugs, incidents, and escalations in collaboration with Tier 3 and development teams, ensuring timely and effective resolutions.• Advocated for customers by providing actionable insights and feedback to improve product features and usability, collaborating with product management teams.• Mentored colleagues on product knowledge, process optimization, and project management. -
Junior Product Support EngineerMeltwater May 2021 - Aug 2023Bengaluru, Karnataka, India• Handled complex escalated cases for Enterprise clients meeting SLAs for the Meltwater's media intelligence and social engagement platform.• Played a pivotal role in the development of an application that creates custom searches from external sources and converts them into RSS feeds (MERN Stack, AWS).Engaged in various aspects of technical support such as monitoring application status, changes, and releases; participating in user acceptance and testing; contributing to product and support documentation; and collaborating with cross-functional teams to streamline support processes and translate client feedback into actionable insights for new product releases on the platform.Won organization-wide Hackathons in both 2022 and 2023, transitioning one of the projects into production, resulting in substantial product enhancement and customer experience.
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Product Support Engineer ContractorMeltwater Nov 2020 - May 2021Bengaluru, Karnataka, India• Cultivated technical expertise in Meltwater products to assist clients in addressing advanced inquiries, troubleshooting issues, and resolving challenges effectively while enhancing their product knowledge.• Contributed to a customizable, automated report-generation application for enterprise clients in the MEAN stack, resulting in a remarkable increase in product efficiency (Angular, NodeJS, EJS).
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Web And Graphic DesignerUnsteady Studios May 2015 - Sep 2020Delivered websites, logos, marketing materials, and visual assets with innovative designs for brands to stand out both in the digital realm and on paper. -
Tour LeadGully.Tours Jul 2017 - Jun 2018Mysuru Area, IndiaFormerly, 'Royal Mysore Walks'.Curated and led memorable travel experiences by captivating travellers with rich historical narratives and immersive experiences, while fostering connections with enthusiasts of culture and exploration. -
Software Dev InternA Plus Intellisoft Solutions Pvt. Ltd Mar 2015 - May 2015Mysuru, Karnataka
Abhilash Thulsidass Education Details
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Computer Science -
Computer Science -
Demonstration School (Dms), Rie, MysoreGeneral Studies
Frequently Asked Questions about Abhilash Thulsidass
What company does Abhilash Thulsidass work for?
Abhilash Thulsidass works for Mixpanel
What is Abhilash Thulsidass's role at the current company?
Abhilash Thulsidass's current role is Support Engineer L2.
What schools did Abhilash Thulsidass attend?
Abhilash Thulsidass attended Christ University, Bangalore, University Of Mysore, Demonstration School (Dms), Rie, Mysore.
Who are Abhilash Thulsidass's colleagues?
Abhilash Thulsidass's colleagues are Giovanni B., Lexi Blesi, Sharon Chen, Emma Hansen, Alyssa Jiang, Leon D., Jobathan Santos.
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