Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

SARANYA AYYAPPA

Ottawa

Summary

Dedicated Technical Support and Product Specialist with 4+ years of experience supporting SaaS platforms, enterprise systems, and middleware infrastructure. Skilled in diagnosing and resolving complex technical issues via remote sessions, phone support, and ticketing systems. Experienced in onboarding customers, delivering technical training, and ensuring SLA compliance in fast-paced environments. Adept at simplifying technical concepts for diverse audiences, contributing to internal knowledge bases, and collaborating with cross-functional teams to drive issue resolution and customer satisfaction. Recognized for strong problem-solving abilities, attention to detail, and a proactive approach to customer service.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Product Specialist

Freshworks, India
04.2023 - 04.2025
  • Served as a key technical point of contact for 50+ mid-market and enterprise customers across the US, UK, and Europe, ensuring smooth adoption and sustained usage of Freshworks products.
  • Led troubleshooting across APIs, workflows, and third-party integrations; collaborated directly with engineers and product teams to resolve escalations.
  • Delivered proactive guidance and tailored solutions by understanding customer workflows, use cases, and business goals, driving retention and long-term satisfaction.
  • Worked closely with Technical Account Managers and independently supported a few high-touch accounts, taking ownership of technical relationship management and escalations.
  • Troubleshot complex integration issues involving APIs, webhooks, and email configurations, while coordinating directly with product and engineering teams for faster resolutions.
  • Documented technical resolutions in internal knowledge base and shared post-resolution insights to improve support strategies.
  • Facilitated post-resolution reviews and internal knowledge sharing, contributing to process improvements like sprint retrospectives.
  • Achieved 95%+ resolution rate and 98%+ customer satisfaction, consistently recognized for responsiveness, empathy, and strategic insight.

L2 Middleware Administrator

CITI ICG - Wipro Technologies, India
08.2021 - 04.2023
  • Supported 50+ applications globally with 24/7 system availability assurance, focusing on WebSphere infrastructure.
  • Managed incidents performed root-cause analysis and ensured SLA adherence for critical financial applications.
  • Collaborated with L3 teams on middleware enhancements and COB (continuity of business) activities.
  • Engaged in proactive issue prevention through health checks, configuration audits, and performance monitoring.
  • Used tools like TECTIA and ServiceNow to manage incidents, tasks, and operational reports.
  • Focused on recovery, backup, and deployment activities to maintain middleware integrity.

Education

Bachelor of Computer Science Engineering -

Sastra University
06.2021

Skills

  • CRM Tools & Ticketing Platforms (Fresh service & Freshdesk)
  • Customer Service (Phone, Remote, Onsite)
  • Customer Success Management
  • Jira & ServiceNow
  • Technical Troubleshooting and Escalation
  • Real-Time Technical Support
  • SaaS Implementation & Adoption
  • Cross-Functional Collaboration
  • Root Cause Analysis and Debugging
  • Change Management
  • Power BI (Reporting & Insights)
  • SLA Adherence & Incident Management
  • API Integrations & Workflows

Certification

ITIL v4

Hubspot Reporting

Timeline

Product Specialist

Freshworks, India
04.2023 - 04.2025

L2 Middleware Administrator

CITI ICG - Wipro Technologies, India
08.2021 - 04.2023

Bachelor of Computer Science Engineering -

Sastra University

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