Sadeesha Jay

Product Support Engineer

PetDesk • Full time

Jan 2025 - Present • 1 yr 10 mos

Provide L1/L2 technical support for PetDesk and Vetstoria SaaS platforms, ensuring reliable functionality and excellent customer experiences. 𝗞𝗘𝗬 𝗥𝗘𝗦𝗣𝗢𝗡𝗦𝗜𝗕𝗜𝗟𝗜𝗧𝗜𝗘𝗦 ▪ Resolve customer issues through calls, screen sharing, emails, tickets, and live chat. ▪ Troubleshoot SaaS applications, booking tools, APIs, and complex integrations. ▪ Perform API failure analysis and booking confirmation dropout testing to resolve integration and synchronization issues. ▪ Identify, reproduce, document, and report application bugs to the Application and Engineering teams for investigation and resolution. ▪ Support Practice Management System integrations, including Impromed, SyncroVet, ezyVet, and Cornerstone. ▪ Manage technical inquiries, feature requests, and product issues while prioritizing timely resolutions. ▪ Collaborate with Customer Success, Application, Engineering, and third-party vendor teams to resolve issues and improve customer workflows. ▪ Advocate for customers by identifying product improvements and bug fixes. 𝗟𝗘𝗔𝗗𝗘𝗥𝗦𝗛𝗜𝗣 & 𝗔𝗗𝗗𝗜𝗧𝗜𝗢𝗡𝗔𝗟 𝗖𝗢𝗡𝗧𝗥𝗜𝗕𝗨𝗧𝗜𝗢𝗡𝗦 ▪ Train and mentor new Product Support Engineers through onboarding and product knowledge sharing. ▪ Conduct technical and behavioral interviews for prospective team members. ▪ Recommend workflow improvements to enhance team efficiency. ▪ Create reusable support macros and templates to improve response quality and consistency. 𝗥𝗘𝗖𝗢𝗚𝗡𝗜𝗧𝗜𝗢𝗡 & 𝗔𝗖𝗛𝗜𝗘𝗩𝗘𝗠𝗘𝗡𝗧𝗦 ▪ Recognized as a Team Best Performer for achieving the highest CSAT scores, lowest average resolution time, and fastest first response times.

Independent API Tester & Product Evaluator

SENUTO • Part time

Jan 2026 - Feb 2026 • 1 mo

Independently evaluate the Nodeshub Google SERP API through real-world use cases, focusing on data quality, reliability, competitive performance, and production readiness. 𝗞𝗘𝗬 𝗥𝗘𝗦𝗣𝗢𝗡𝗦𝗜𝗕𝗜𝗟𝗜𝗧𝗜𝗘𝗦 ▪ Test and validate Google SERP API functionality using practical, real-world search scenarios. ▪ Benchmark API responses against competing market solutions using identical queries and evaluation criteria. ▪ Assess response accuracy, data completeness, consistency, and structured output quality. ▪ Identify data gaps in business information, including operating hours, locations, ratings, and metadata. ▪ Evaluate API response structures, developer experience, documentation quality, and pricing considerations. ▪ Identify potential limitations, inconsistencies, and improvement opportunities affecting production readiness. ▪ Provide detailed, actionable technical feedback and recommendations directly to the product owner. ▪ Collaborate on continuous testing, re-evaluation, and validation of newly introduced features and improvements.

Subject Matter Expert

HSBC • Full time

Jan 2024 - Dec 2024 • 11 mos

Contributed to team leadership, client support operations, and continuous process improvement, ensuring efficient service delivery, strong client relationships, and consistent support quality. 𝗟𝗘𝗔𝗗𝗘𝗥𝗦𝗛𝗜𝗣 & 𝗧𝗘𝗔𝗠 𝗗𝗘𝗩𝗘𝗟𝗢𝗣𝗠𝗘𝗡𝗧 ▪ Acted as a Subject Matter Expert (SME), guiding and training new team members through onboarding, knowledge sharing, and ongoing performance support. ▪ Provided supervision, constructive feedback, and practical guidance to strengthen team capabilities and service quality. 𝗖𝗟𝗜𝗘𝗡𝗧 𝗦𝗨𝗣𝗣𝗢𝗥𝗧 & 𝗢𝗣𝗘𝗥𝗔𝗧𝗜𝗢𝗡𝗦 ▪ Managed high-volume customer support operations across multiple queues while maintaining SLA compliance and service standards. ▪ Resolved complex client issues through effective troubleshooting, timely communication, and customer-focused solutions. ▪ Collaborated with cross-functional teams to manage escalations and maintain smooth operational workflows. ▪ Built and maintained strong client relationships through reliable support and consistent service delivery. 𝗣𝗥𝗢𝗖𝗘𝗦𝗦 𝗜𝗠𝗣𝗥𝗢𝗩𝗘𝗠𝗘𝗡𝗧 & 𝗗𝗢𝗖𝗨𝗠𝗘𝗡𝗧𝗔𝗧𝗜𝗢𝗡 ▪ Identified operational gaps and recommended process improvements to enhance efficiency and service delivery. ▪ Created, maintained, and updated process documentation to ensure accuracy, consistency, and alignment with business requirements.