Vignesh Kumar Email & Phone Number

Chennai, Tamil Nadu, India

Bengaluru, Karnataka, India

- Working closely with the Development and Product teams to resolve product bugs.- Creating and validating JIRA tickets to ensure that product defects are addressed according to priority. - Providing mentorship to new team members, particularly recent graduates or new hires, by delivering technical or skill-sharing sessions.- Collaborating with team managers to identify areas for improvement, thereby increasing customer satisfaction, and coaching engineers to excel in their respective roles.- Creating startup guides for new hires / Tier 1 engineers, aiding them in effectively managing issues. - Examining trends and providing guidance to Tier 1 engineers to minimize unnecessary escalations.- Handling challenging customer situations, engaging with executive levels, managing multiple tickets simultaneously, and offering mentorship to the team

Bangalore Urban, Karnataka, India

1. Identifying and resolving intricate technical issues reported by customers.2. Collaborating with internal teams as needed and ensuring timely updates on support tickets.3. Conducting error diagnosis, debugging, validation, and root cause analysis.4. Facilitating the replication of issues to verify product-related bugs.5. Promoting technical collaboration and engagement beyond the support team.6. Acting as the primary point of contact for local escalation management within the product domain and resolving issues either technically or strategically.7. Performing skill gap analyses and coordinating training sessions for new hires.8. Mentoring fellow support engineers to enhance their technical and troubleshooting proficiencies.9. Addressing challenging situations with customers, interfacing with executive levels, managing multiple tickets simultaneously, and providing guidance to the team.10. Contributing to the management of the knowledge base.

Chennai, Tamil Nadu, India