Technical Support Engineer

Provide Tier 2/3 technical support for 20–40 enterprise and mid-market customers on AccuKnox’s CNAPP and CSPM cloud security SaaS platform—diagnosing IAM misconfigurations, policy violations, and integration issues across AWS and Azure environments. Resolve 90%+ of customer-reported technical issues without engineering escalation, reducing Mean Time to Resolution (MTTR) by ~30% through structured root cause analysis, runbook development, and proactive monitoring via CloudWatch and GuardDuty. Lead customer onboarding and platform enablement sessions, improving product adoption by 30–40% within 90 days and maintaining 95%+ CSAT through clear technical communication and timely follow-up.

Delivered technical support for 30+ cloud customers on AWS infrastructure deployments (VPC, EC2, Auto Scaling, IAM, CI/CD), triaging and resolving incidents related to networking, security group misconfigurations, and deployment failures. Reduced customer-reported incidents by ~35% by developing structured troubleshooting guides, knowledge base articles, and escalation runbooks—lowering repeat issues by 25% and improving first-contact resolution rates. Tracked and managed support tickets in Jira, maintained SLA adherence across all active accounts, and collaborated with Engineering to escalate and resolve critical product bugs impacting customer environments.

Supported 100+ B2B customers on a SaaS compliance platform—resolving account, system, and documentation issues related to U.S. DOT and FMCSA regulatory workflows while maintaining 95%+ CSAT and 100% compliance accuracy. Reduced repeat compliance-related support tickets by 20–30% by creating structured onboarding documentation, user guides, and technical FAQs that enabled customers to self-serve common issues.

Acted as the primary technical support contact for customer onboarding, product configuration, and issue resolution, improving product adoption and reducing customer churn by 18% through proactive enablement and responsive ticket management. Identified recurring support patterns, escalated systematic issues to the product team, and contributed to a knowledge base that reduced average ticket resolution time and improved team efficiency.