Summary
Overview
Work History
Education
Skills
Websites
Certification
Awards
Timeline
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Salmon Joseph Thangaraj S

Salmon Joseph Thangaraj S

Technical Support Engineer 2

Summary

Flexible Technical Support Engineer with 6 years of experience helping clients maintain smooth operations.


Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses.


Combines personal expertise with diverse professional relationships to support maximum support quality.


Overview

6
6
years of professional experience
5
5
Certifications

Work History

Technical Support Engineer 2

Twilio
04.2023 - Current
  • Escalations, working directly with our users and Customer Success teams to solve problems and help them leverage all of Twilio's platform functionality
  • On call Engineer for Global Twilio Products and Systems, discussing status page updates, answering questions, and aiding communication with other incident management teams
  • Buddy for new hires - Mentored new hires, resulting in stronger staff development and increased productivity.
  • Giving technical support in Twilio's products - Messaging, Whatsapp, A2P, Toll free and Authy.
  • Good knowledge of RESTful technology, previous work with APIs and ability to understand and solve issues with cloud solutions.
  • Skilled in solving network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
  • Assist with ticket queue management and triaging of Paid Tickets and P1 tickets - delegating to the team as needed-and act as the primary owner of high visibility P1 issues ( GK duty - Weekly)
  • Escalate critical issues to the appropriate internal channel, ensuring timely response and testing and communicating the resolution
  • Report bugs to our Engineering & QA teams, as well as helping to prioritize fixes to ensure customer satisfaction
  • Clearly communicate with customers and other internal teams about issues impacting their service and Effectively verify that issues have been resolved
  • Partner with cross-functional teams, such as Product Management, Support, and R&D to translate customer business needs and product feedback into new solutions
  • Advance knowledge of Zendesk, JIRA, ServiceNow

Product Support Specialist

Exotel Techcom Private Limited
11.2021 - 03.2023
  • Manage customer engagement with Exotel's omnichannel contact centre, a suite of communication APIs and conversational AI platform over the cloud
  • Coordinating with Technical Support, Network Operations, Customer Success, Product and Finance teams
  • Working with internal and external stakeholders with a high level of ownership of our deliverables with a customer-first approach
  • Onboarding the clients with after-sales support and Monthly scheduled meetings with the assigned clients to check their product usage
  • Multiple tasks/projects simultaneously and effectively work as an individual and as part of a team

SWAT-Interim Lead

Amazon Dev Centre CS
09.2018 - 11.2021
  • BTT - Backlog Tiger Team - Scanning the backlog tickets that breaches SLA and providing insights to TSE's to efficiently reduce the SLA breaches
  • Tracking Carrier Tickets - Guiding the process and analyzing the data of tickets created by carriers that are Twilio Customers

Education

Bachelor of Engineering - Electronics and Communication Engineering

CIET, Anna University
Coimbatore, TN

Master of Science - Software Engineering

Birla Institute of Technology And Science, Pilani
04.2001 -

Skills

  • Strong Customer Service Skills
  • Excellent problem-solving ability, troubleshooting, and critical thinking skills
  • Provide technical assistance with software and best solutions based on customer's requirements Root Cause Analysis Technical reporting Process Development
  • Developer Tools - Postman
  • TCP/UDP, and basics of SSL/TLS
  • Proficient in RESTful Technology
  • REST APIs API testing
  • A2P 10 DLC Web Services
  • Ticketing Tools & Platforms: Freshdesk, Zendesk, Slack, Salesforce, Pipedrive
  • Service Reports to Enterprise Clients
  • Support Directory for internal support guidance
  • Mentoring Training new hires
  • Integration Software: Lead- Squared CRM, Fresh- works, Zoho Desk, HubSpot, WhatsApp
  • Linux Fundamentals and System Administration
  • Technical Debugging and Product support to Enterprise clients
  • SSL WebRTC and Database Management
  • UI side debugging and Server side debugging

Certification

Incident Responder Certification, PagerDuty

Awards

  • Best Engineering Project
  • Annual Performance Rating by Manager - Strong
  • Hoots Received - 7
  • Recognized for showcasing Twilio Magic values in real time.

Timeline

Account Management: Maintaining Relationships :

12-2025

Atlassian Agile Project Management Professional Certificate

10-2024

ServiceNow IT Leadership Professional Certificate

08-2024
Rest API Automation Course With Basics To Advanced Level Framework Implementation From Scratch, Udemy
06-2024
Incident Responder Certification, PagerDuty
02-2024

Technical Support Engineer 2

Twilio
04.2023 - Current

Product Support Specialist

Exotel Techcom Private Limited
11.2021 - 03.2023

SWAT-Interim Lead

Amazon Dev Centre CS
09.2018 - 11.2021

Master of Science - Software Engineering

Birla Institute of Technology And Science, Pilani
04.2001 -

Bachelor of Engineering - Electronics and Communication Engineering

CIET, Anna University

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