Summary
Overview
Work History
Education
Skills
Timeline
Generic

Yaswanth Vasudevan

Hamilton,ON

Summary

Technical Support Engineer with over 3 years of experience supporting SaaS products and resolving complex customer issues across the full support lifecycle. Skilled in debugging applications, writing bug reports, and collaborating cross-functionally with Engineering and Product teams. Proficient in tools like Zendesk, Intercom, Jira, SQL, Git, and Bash. Comfortable working in Linux environments and adapting AI tools into workflows to improve support efficiency. Passionate about DevSecOps, open source, and enabling better software through inclusive collaboration.

Overview

5
5
years of professional experience

Work History

Technical Support Engineer

Concentrix
10.2024 - Current
  • Respond to customer tickets via email, phone, and internal tools, diagnosing software and hardware issues with urgency and empathy.
  • Use SQL for data validation and troubleshooting in live SaaS environments.
  • Collaborate with cross-functional teams to reproduce issues and draft detailed bug reports.
  • Apply Bash scripting and Linux command-line tools for basic diagnostics and log analysis.
  • Maintain high CSAT and SLA standards while ensuring low customer effort scores.
  • Routinely reference and contribute to internal documentation to improve support workflows.

Customer Support Associate (part - Time)

Rona
10.2022 - 09.2024
  • Assisted customers with product queries, appointment bookings, and delivery coordination.
  • Utilized internal tools (SODA, MSS) for generating quotes and tracking service schedules.
  • Resolved technical and service-related escalations with high customer satisfaction.
  • Handled multiple priorities in a fast-paced environment with strong attention to detail.

SOFTWARE ENGINEER

Entelegen
05.2021 - 08.2022
  • Collaborated with cross-functional teams in agile sprints to deliver scalable web features.
  • Built reusable UI components and optimized frontend workflows to enhance speed and maintainability.
  • Used Git and GitHub for version control, issue tracking, and code reviews.
  • Contributed to 12+ production releases per quarter using Git and Jira.

Application Support Engineer

Blue Kode Solutions
04.2020 - 05.2021
  • Provided L2/L3 technical support for web-based platforms in a Linux server environment.
  • Used Git and Bash to debug and deploy patches for internal tools.
  • Documented user issues, reproduced bugs, and coordinated with engineering to release fixes.
  • Participated in daily standups and sprint planning for support alignment with development.
  • Maintained and optimized REST APIs and databases (PostgreSQL, MongoDB) for faster support resolution.

Education

Bachelors in Engineering - COMPUTER SCIENCE ENGINEERING

Sri Ramakrishna Engineering College

POST GRADUATE - WEB DEVELOPMENT

Conestoga College

Skills

  • Tools: Git (CLI & GitHub), GitLab, Zendesk, Intercom, Jira, SODA, MSS
  • Languages & Scripting: SQL, JavaScript, HTML, CSS, Bash
  • Platforms: Linux, SaaS Environments
  • Databases: PostgreSQL, MongoDB
  • Support Workflow: Technical Documentation, Bug Reproduction, Escalation Handling
  • Soft Skills: Empathy, Ownership, Time Management, Problem-Solving, Cross-Team Collaboration

Timeline

Technical Support Engineer

Concentrix
10.2024 - Current

Customer Support Associate (part - Time)

Rona
10.2022 - 09.2024

SOFTWARE ENGINEER

Entelegen
05.2021 - 08.2022

Application Support Engineer

Blue Kode Solutions
04.2020 - 05.2021

POST GRADUATE - WEB DEVELOPMENT

Conestoga College

Bachelors in Engineering - COMPUTER SCIENCE ENGINEERING

Sri Ramakrishna Engineering College

Similar Profiles

CREATE PROFILE
Yaswanth Vasudevan