Collaborated globally to– Resolve complex technical issues and manage customer escalations.– Manage daily escalations from Customers and the Sales team.– Reduce escalations through root cause analysis, escalation post-mortem and targeted training.• Training:– Prepare teams for new tech like (DXP Cloud, Docker) through training.– Design and deliver new hire onboarding training• Implemented KCS as regional coach, improving knowledge sharing.• Co-designed Intelligent Swarming, increasing customer satisfaction.

• Global Teamwork | Collaborated with global Customer Support Engineers (ASEAN, Australia, India, US,Hungary) to triage, diagnose, investigate, and escalate complex technical issues.• Replicated Issues | Established diverse Java environments to replicate customer issues.• Exceptional Service | Delivered exceptional customer service in English via ticketing system, building positive relationships.• Seamless Collaboration | Facilitated issue resolution by coordinating with internal and product teams.• Documented Expertise | Developed maintained accurate internal and public product documentation.• Championed Patch Quality | Analyzed test cases to ensure patch quality as Support QA engineer.• Trained Juniors | Designed delivered impactful training programs for junior Support engineers.