Crafting Code & Enterprise Systems.
Senior Technical Support Engineer & Full-Stack Web Developer with 5+ years of enterprise SaaS support, customer success, L2/L3 incident response, and open-source contributions.
Executive Professional Summary
Results-driven technology professional with 5+ years of enterprise SaaS technical support, customer success, and full-stack web development experience. Proven track record managing 40+ concurrent enterprise accounts across 20+ countries, achieving 95% SLA compliance, reducing repeat ticket volume by 30% through knowledge base optimization, and leading cross-functional incident response for platforms serving 800 million people.
Accomplished WordPress developer behind custom themes, plugins, and Romeo Redirect Manager on WordPress.org. Active tech community organizer serving GDG Kanpur and Kanpur AI.
Technical Support & Ecosystem
Support & Success Platforms
L2/L3 Technical Support, Zendesk, Salesforce Service Cloud, Jira, Help Scout, ZohoDesk, Intercom, DOMO, Demo Logic, Webhooks, Root Cause Analysis, P1/P2 Incident Operations.
CDN, Infrastructure & Security
Cloudflare, Akamai, DNS (A, CNAME, MX, TXT, SPF, DKIM, DMARC), SSL/TLS, NGINX, Apache, Linux (Ubuntu/Debian), SSH, cPanel, Drupal Cloud, SSO (Okta/SAML).
Web Engineering & WP Ecosystem
HTML5, CSS3, SCSS, JavaScript (ES6+), TypeScript, PHP, Python, React.js, Next.js, Astro, Svelte, Three.js, Vite, Node.js, MySQL, WP Plugin/Theme Dev, WP-CLI, WooCommerce, Gutenberg FSE, WordPress Custom Block Theme.
AI, Automation & DevOps
Prompt Engineering, Claude, ChatGPT, GitHub Copilot, n8n, Zapier, Make.com, Supabase, Git, GitHub Actions, GitLab, Bitbucket, BrowserStack, CI/CD, npm/vite, Postman.
Verified Certifications
Education
Dr. Virendra Swarup Institute of Computer Studies • 2018 — 2021
Computer Science, Web Design, Software Engineering, Networking, Databases.
Wendy Academy High School • 2016 — 2017 • Science & Mathematics
Professional Experience Timeline
Senior Technical Support Engineer
MAY 2025 — JAN 2026 • BENGALURU / REMOTEEverbridge
- Led end-to-end support for a mission-critical CEM SaaS platform protecting 800M+ people across 20+ countries.
- Maintained 95% SLA compliance managing 40+ concurrent active cases in a 24/7 global support environment.
- Owned P1/P2 critical incident response, achieving resolution 40% faster than SLA thresholds.
- Mentored 3-4 Associate Support Engineers; built KB reducing repeat tickets by ~30%.
DXP Support Engineer / Support Specialist – Acquia DAM
JUL 2023 — MAY 2025 • REMOTE, INDIAAcquia
- Managed 30+ enterprise accounts via Salesforce Service Cloud, exceeding CSAT targets during Widen-to-Acquia DAM migration.
- Managed Cloudflare/Akamai CDN configs, DNS/SSL management, and Drupal Cloud hosting maintenance.
- Authored 15+ KB articles and led Help Scout to Salesforce tooling migration.
Technical Support Engineer – Ninja Forms
MAR 2022 — NOV 2022 • CLEVELAND, TN / REMOTESaturday Drive
- Supported Ninja Forms (1M+ active installs) handling 50+ tickets/week via ZohoDesk.
- Resolved WordPress conflicts, AJAX failures, conditional logic errors, and payment gateway bugs.
Customer Support Specialist
SEP 2020 — MAR 2022 • LANSING, MI / REMOTELiquidWeb / LearnDash (Stellar WP)
- Delivered Tier 2 WordPress support for Fortune 500 companies & universities using Help Scout and Jira.
Full-Stack Web Developer & WordPress Specialist
2015 — PRESENT • REMOTEFreelance
- Designed & developed 20+ client websites (tltboard.com, kidzjunction.ca, maarula.in, worldtradecorporation.in, etc.).
- Published Romeo Redirect Manager on WordPress.org (bulk management, slug conflict detection, 404 handling).
Comprehensive Tech Stack & Arsenal
70+ TECHNOLOGIES & TOOLSLanguages & Core Web
13 SKILLSFrameworks & 3D Web
13 SKILLSCMS & Publishing
11 ENGINESDevOps, Control & Testing
13 TOOLSMarketing & Cloud Analytics
13 PLATFORMSOS & Creative Studio
13 SYSTEMS & APPSStarred Repositories & Tech Discoveries
Hand-picked open source tools, AI frameworks, & developer utilities starred on my GitHub profile.
