Skill Assessments This user has not passed any tests yet Languages English - Upper-Intermediate People also viewed * [![Mohammed Khan](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/05/avatar_67033_1779813243.jpg) Mohammed Khan Customer Support Specialist](https://jobicy.com/u/id67033.md) * [![Roberto Marcelo Toranzo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_71542_1784591689.jpg) Roberto Marcelo Toranzo Technical Support Specialist](https://jobicy.com/u/id71542.md) * [![Juan Pablo Arancibia Gonzalez](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_71541_1784591454.jpg) Juan Pablo Arancibia Gonzalez Computer Engineer and IT Support Specialist](https://jobicy.com/u/id71541.md) * [![Keerthana T](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_71481_1784568329.jpg) Keerthana T Application Support Engineer](https://jobicy.com/u/id71481.md) * [![Willie Rogers](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_70550_1783986865.jpg) Willie Rogers Senior Enterprise IT Support Specialist](https://jobicy.com/u/id70550.md) * [![Lucas Gutierrez](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_70001_1783723791.jpg) Lucas Gutierrez IT Customer support | Monitoreo de Datacenter | Atención al Clienten](https://jobicy.com/u/id70001.md) * [![Ali Akbar Shabani](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_71340_1784445107.jpg) Ali Akbar Shabani IT Support Engineer](https://jobicy.com/u/id71340.md) * [![Pedro Enrique González](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_71312_1784417707.jpg) Pedro Enrique González Network and Infrastructure Administrator](https://jobicy.com/u/id71312.md) [All talent ↗](https://jobicy.com/talent.md) * [Overview](#overview) * [Portfolio](#portfolio) * [Services](#services) ## About Me I am a customer-focused SaaS professional with 3+ years of experience across B2B SaaS, eCommerce, Product Information Management (PIM), technical support, merchant onboarding, and workflow automation. I have worked on troubleshooting production issues, debugging APIs, and supporting enterprise clients through high-volume support operations. My background includes resolving merchant tickets, improving first response times, and helping teams maintain strong service quality under SLA-driven environments. I enjoy working at the intersection of customer success, technical problem-solving, and product operations. I have collaborated closely with product, engineering, QA, and operations teams to resolve escalations, identify recurring issues, and improve onboarding and retention outcomes. I have also built automation solutions using Python, APIs, and AI tools to reduce manual work and improve operational efficiency. My experience includes Freshdesk-Slack automation, internal workflow improvements, and support documentation that helped teams work faster and more consistently. I have hands-on experience with SaaS platforms and eCommerce ecosystems such as Shopify, Amazon, Magento, and eBay, along with tools like Postman, JIRA, GitHub, Intercom, Freshdesk, Slack, and Confluence. I am comfortable handling integrations, webhooks, JSON, and basic SQL queries. I am looking for opportunities where I can continue contributing to customer success, technical support, and scalable process improvement in a fast-paced product or SaaS environment. Notice Period: Immediately ## Skills ### [Problem Solving](https://jobicy.com/talent/problem-solving.md)[Python](https://jobicy.com/talent/python.md)[SQL](https://jobicy.com/talent/sql.md)[JavaScript](https://jobicy.com/talent/javascript.md)[Team Collaboration](https://jobicy.com/talent/team-collaboration.md)[Customer Success](https://jobicy.com/talent/customer-success.md)[Troubleshooting](https://jobicy.com/talent/troubleshooting.md)[Technical Support](https://jobicy.com/talent/technical-support.md)[HTML](https://jobicy.com/talent/html.md)[CSS](https://jobicy.com/talent/css.md)[Customer Experience](https://jobicy.com/talent/customer-experience.md)[Debugging](https://jobicy.com/talent/debugging.md)[JSON](https://jobicy.com/talent/json.md)[Process Optimization](https://jobicy.com/talent/process-optimization.md)[Ecommerce](https://jobicy.com/talent/ecommerce.md)[API Integration](https://jobicy.com/talent/api-integration.md)[Analytical Thinking](https://jobicy.com/talent/analytical-thinking.md)[Incident Management](https://jobicy.com/talent/incident-management.md)[Root Cause Analysis](https://jobicy.com/talent/root-cause-analysis.md)[Workflow Automation](https://jobicy.com/talent/workflow-automation.md)[Manual Testing](https://jobicy.com/talent/manual-testing.md)[Automation Testing](https://jobicy.com/talent/automation-testing.md)[SLA Management](https://jobicy.com/talent/sla-management.md)[SaaS Support](https://jobicy.com/talent/saas-support.md)[Webhooks](https://jobicy.com/talent/webhooks.md) ## Tech Stack & Tools ### Application Utilities [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/postman/postman-original.svg) Postman](https://jobicy.com/talent?tool=postman.md) ### Collaboration [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/confluence/confluence-original.svg) Confluence](https://jobicy.com/talent?tool=confluence.md) [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/jira/jira-original.svg) Jira](https://jobicy.com/talent?tool=jira.md) ### Communications [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/slack/slack-original.svg) Slack](https://jobicy.com/talent?tool=slack.md) ### Data Stores [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/mysql/mysql-original.svg) MySQL](https://jobicy.com/talent?tool=mysql.md) ### Development [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/github/github-original.svg) GitHub](https://jobicy.com/talent?tool=github.md) ### Languages & Frameworks [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/magento/magento-original.svg) Magento](https://jobicy.com/talent?tool=magento.md) ## Experience Customer Success Engineer (Customer Engineering) @ Gokwik Jul 2025 - Present Resolved merchant technical support tickets daily using Freshdesk while maintaining fast first response times. Supported checkout, payment, order processing, login, and cart workflows. Collaborated with product, engineering, and operations teams to resolve escalations and improve onboarding and retention. Built Freshdesk-Slack automation workflows and used APIs and Python scripting to improve support efficiency. Created knowledge base articles and documentation to reduce repetitive work and improve team productivity. Solutions Engineer @ Netcore UNBXD Software Pvt Ltd Sep 2023 - Jul 2025 Managed Product Information Management for enterprise B2B eCommerce clients and supported integrations across Shopify, Magento, Amazon, and eBay. Performed root cause analysis, debugging, and pre/post-release testing to ensure platform stability. Worked with developers and QA teams to troubleshoot production issues and improve workflows. Developed customer-centric features using Python, APIs, HTML, CSS, and JavaScript, and contributed to API integration and automation projects. Solutions Engineer Trainee @ Netcore UNBXD Software Pvt Ltd Feb 2023 - Aug 2023 Gained hands-on experience in eCommerce challenges, especially Product Lifecycle Management. Contributed to internal projects by developing and testing features to ensure quality and functionality. ## Education K.L.S Gogte Institute of Technology, Belagavi Aug 2019 - Aug 2023 Bachelor of Engineering (B.E), Electronics and Communication Completed a Bachelor of Engineering with a CGPA of 8.82. This professional hasn’t added portfolio projects yet. This professional hasn’t listed any services yet.