Technical support and software professional with over eight years of experience in enterprise SaaS support, solutions consulting, frontend web development, quality assurance, and customer operations.

• Managed 40+ concurrent cases with 95% SLA compliance in a 24/7 global support team, supported 30+ enterprise accounts, and coordinated P1/P2 incidents with Engineering and DevOps.
• Investigates web application, API, data, CDN, and cloud hosting issues using source documentation, network traces, and monitoring tools.
• Hands-on experience across customer discovery, architecture reviews, technical demos, frontend engineering, database optimization, regression testing, and release validation.
• Published WordPress plugins and created five browser utility extensions. Active contributor to WordPress.org since 2017.
• Visual and UX design using Figma, Canva, Adobe Photoshop, Illustrator, Premiere Pro, After Effects, and Adobe Media Encoder.
• Writes practical technical guides, troubleshooting workflows, and software tips at techetarian.com.
• Location: Kanpur, Uttar Pradesh, India / Remote (Available to join immediately)
• Languages: English and Hindi

• 🏢 Everbridge: Senior Technical Support Engineer, Senior Support Engineer I (May 2025 to Jan 2026, Remote, India)

  Supported a mission-critical Critical Event Management SaaS platform protecting more than 800 million people across 20+ countries, including government agencies, utilities, and Fortune 500 customers.

  • Managed 40+ concurrent cases with 95% SLA compliance in a 24/7 global support team, prioritizing customer issues and providing clear updates on recovery steps and workarounds.
  • Diagnosed production issues from source documentation and coordinated P1/P2 response with Engineering and DevOps, including infrastructure escalations.
  • Investigated GIS data validation errors, mass alerting delivery failures, and REST API integration issues.
  • Updated troubleshooting documentation and customer-facing explanations, which reduced repeat tickets by 30% over six months.
  • Reported recurring software problems to Product and Engineering and proposed five product improvements.
  • Led technical diagnostic and escalation reviews for three to four Associate Support Engineers.
  • Monitored system health indicators through Zendesk to detect service degradation before users felt impact.

• 🏢 Acquia: DXP Support Engineer / Support Specialist, Acquia DAM (Jul 2023 to May 2025, Remote, India)

  Supported 30+ enterprise customers through Salesforce Service Cloud and exceeded CSAT targets during migrations for corporate, education, and nonprofit organizations.

  • Advised customers on Digital Asset Management workflows, production configurations, security questions, and platform usage.
  • Resolved metadata schema errors and media API delivery failures through Salesforce Service Cloud and Jira.
  • Monitored services with New Relic, Sumo Logic, and transaction logs to investigate latency and resolve outages within SLA commitments.
  • Managed Cloudflare and Akamai configurations for CDN delivery, DNS routing, and SSL/TLS certificates.
  • Maintained Drupal Cloud hosting and assisted customers with security documentation and configuration updates.
  • Wrote 15+ internal and customer-facing guides on production solutions and system configurations.
  • Led the Help Scout to Salesforce Service Cloud migration with continuous ticket history and zero case interruption.
  • Analyzed ticket trends, resolution times, and team workloads in DOMO to identify workflow improvements.
  • Mentored two to three junior engineers on CDN caching, analytics, and cloud troubleshooting.

• 🏢 Saturday Drive: Technical Support Engineer, Ninja Forms (Mar 2022 to Nov 2022, Remote, India)

  Supported a WordPress form plugin with over one million active installations and handled 50+ technical customer tickets each week through Zoho Desk.

  • Debugged HTML, CSS, JavaScript, AJAX requests, conditional logic, and payment gateway API payloads.
  • Documented eight recurring software exceptions and filed detailed bug reports with reproduction steps in GitHub.
  • Created reusable troubleshooting responses and contributed verified solutions to the internal knowledge base.

• 🏢 LiquidWeb / LearnDash (StellarWP): Customer Support Specialist / Support Specialist (Sep 2020 to Mar 2022, Remote, India)

  Provided Tier 1 and Tier 2 WordPress and hosting support for Fortune 500 companies and universities, managing 100+ active cases through Help Scout and Jira with consistent high CSAT.

  • Diagnosed theme, plugin, and hosting conflicts, documented reproduction steps, and escalated confirmed bugs to developers.
  • Collaborated with QA and Engineering on regression testing, release previews, and hotfix validation.
  • Shared customer feedback with the product team and wrote configuration guides and user documentation.
  • Kept customer support operations running smoothly through the LearnDash acquisition and integration into StellarWP.

• 🏢 Infplus Solutions Private Limited: Technical Consultant (Jan 2018 to Sep 2020, Hybrid, Kanpur, India)

  Consulted with small and medium business clients, reviewed technical architecture, and translated business requirements into software development plans.

  • Built and optimized SQL/MySQL databases and created automated data processing scripts to improve application performance and lower storage costs.
  • Designed, tested, and validated backend API integrations, web services, and data verification routines.
  • Conducted technical demonstrations and workshops, and authored system specifications, documentation, and architecture diagrams.

• 🚀 Freelance / Techetarian: Freelance Web Developer, Graphic Designer & Content Creator (2015 to Present, Remote, India)

  • Built and launched 20+ client websites using HTML, CSS, JavaScript, Python, PHP, web frameworks, and relational databases.
  • Created brand identities, vector graphics, and interface assets with Figma and Adobe Creative Suite.
  • Designed logos, posters, marketing graphics, and UX assets for 30+ client businesses.
  • Published Romeo Redirect Manager on WordPress.org with bulk redirect controls, slug conflict detection, and custom 404 handling.
  • Developed frontend utilities and browser extensions with JavaScript and Svelte for network log export, JSON formatting, data conversion, content filtering, and media playback.

Juliet Just Masks URL masking and reverse proxy companion plugin for WordPress.	TripFuelCalci Progressive Web App calculating trip fuel costs across global currencies and units.
6174 Constant Interactive web application exploring Kaprekar's routine and the 6174 constant.	Luxury Car Solution Business website for luxury transportation services in New York and Long Island.
EchoFolio Clean portfolio Jekyll theme designed for software engineers and designers.	Valentine Proposal Interactive web page built with HTML, CSS, and vanilla JavaScript.

📂 View All Projects

Romeo Redirect Manager Lightweight WordPress plugin for managing 301, 302, and 307 redirects.	Smart Content Blocker Chrome extension that blocks web content using heuristic filters.
HAR Exporter Browser extension to export HTTP Archive (HAR) network logs with one click.	Data Converter Client-side web tool to convert data between JSON, CSV, XML, and YAML.
TidBit Task management web app built with Svelte, markdown support, and reminders.	YT Quick Controls Browser extension providing instant shortcuts for YouTube playback speed and quality.
Amazon History Cleaner Browser extension to clear Amazon search history in one click.	YT Studio Liker Browser utility to like all un-hearted comments in YouTube Studio at once.
JSON Formatter Browser-based JSON parser, validator, and formatter.	Text Info Text analyzer for character count, word count, reading time, and GSM SMS segments.
Random Generator Utility to generate non-repeating numbers and randomized strings.	Vivah Live Streaming platform landing page for live wedding broadcasts.
World Trade Corp Corporate catalog and inquiry website for an industrial chemicals distributor.	Password Generator Client-side tool to generate cryptographically random passwords.
EMI Calculator Financial calculator to compute monthly loan installments and amortization schedules.	Currency Converter Currency conversion tool fetching current exchange rates.
Voting Eligibility Simple utility to verify voting age eligibility by region.	Math Table Generator Interactive tool to generate mathematical multiplication tables.
GetAMeta Generator for HTML meta tags, Open Graph tags, and Twitter Cards.	Drum Kit Browser-based drum kit simulator playable with keyboard keys or clicks.
TinDog Responsive landing page concept for a pet meetup app.	Links Theme Open-source Jekyll link-in-bio theme for personal profiles.
WhatATheme Jekyll portfolio and blog theme with syntax highlighting and dark mode.	DC9111 Website Static website and event portal for the DEF CON Delhi security group.
Sample School Educational static website template built with HTML and CSS.	C-Programs Repository of introductory C programs and foundational algorithms.
LDR Alarm Embedded hardware project featuring an LDR sensor and buzzer with Arduino.	JS Calculator Basic JavaScript calculator with keyboard event listeners.
Instagram Downloader Browser tool to download public Instagram images directly.	Git Commands Quick-reference guide covering everyday Git and GitHub workflows.
YT Thumbnail Downloader Web tool to retrieve high-resolution YouTube video thumbnail images.	Techetarian Technology blog featuring tutorials, productivity tips, and software guides.

	WordCamp Asia 2026: Designer · April 2026	Designed digital graphics and promotional materials using Figma and Canva. Built motion graphics and video elements using After Effects and Adobe Media Encoder to support event branding across platforms.
	WordCamp Mumbai 2023: Photographer · October 2023	Documented the full-day conference, capturing speaker presentations, networking breaks, and keynotes. Delivered high-resolution event photographs for post-event marketing, press releases, and social media coverage.
	WPQRST: Podcast Production · March 2023	Researched interview topics, prepared guest questions, assisted during recording sessions, and edited episodes for audio and video quality for the community podcast.
	WordCamp Asia 2023: Social Media Handler · February 2023	Captured event photos, published real-time updates across official WordCamp Asia social channels, and interacted with attendees during the event.
	GDG Kanpur: Organizer · March 2022 to Present	Organized developer events and community tech meetups in Kanpur. Managed event planning, venue setup, logistics, sponsor coordination, speaker outreach, and post-event reporting.
	DEF CON Delhi (DC9111): Web Developer · August 2020	Designed, developed, and maintained the official website for DEF CON Delhi (DC9111). Handled programming, cross-browser testing, debugging, content updates, and technical support.
	WordCamp Nagpur 2019: Social Media Handler · August 2019	Photographed sessions and attendees during the event, published real-time updates to official social accounts, and coordinated coverage with the organizing team.
	WordCamp Kanpur 2018: Sponsor Wrangler & Designer · August 2018	Coordinated sponsor communication before and during the conference to manage on-site needs. Designed event branding and marketing collateral, including posters, flyers, social media assets, and badges.
	WordPress.org: Open Source Contributor · August 2017 to Present	Maintains open-source plugins, contributes translations, and verifies compatibility across major WordPress releases. Holds official Plugin Developer and Translation Contributor badges.

	Ultimate JavaScript Strings EC-Council  ·  Issued Aug 2026 Credential ID: 520821  ·  Skills: JavaScript
	Generative AI Mastermind Outskill Professional Matrix  ·  Issued Oct 2025
	Incident Operator Certification Everbridge SaaS Systems  ·  Issued Aug 2025
	Incident Administrator Certification Everbridge Performance  ·  Issued Aug 2025
	Integrating Generative AI into Business Strategy LinkedIn Learning  ·  Issued Aug 2025
	Customer Service Foundations LinkedIn Learning  ·  Issued Aug 2025  ·  Skills: Customer Service, Customer Support
	Mass Notification Message Sender Everbridge  ·  Issued Jul 2025
	Javascript Bootcamp Codekaro  ·  Issued Jul 2023 Credential ID: 32fd61a2c88837df  ·  Skills: JavaScript