About
Dedicated IT professional with over 4+ years of experience across network security, cloud analytics, and customer success, currently serving as a Technical Support Engineer at Salesforce (Tableau).
Proven expertise in network troubleshooting, server administration, and advanced diagnostics, complemented by strong proficiency in data visualization and business intelligence platforms.
Adept at managing cross-functional escalations and acting as a strategic liaison between customers, engineering, and leadership teams to ensure swift, high-quality resolutions.
Known for driving customer satisfaction, maintaining temperature control during escalations, and aligning resources to achieve seamless outcomes.
Passionate about continuous learning, process optimization, and leveraging technology to deliver business impact and innovation.
What I'm looking for
Seeking a leadership opportunity within Operations or Customer Success Operations dedicated to fostering inter-departmental synergy. I aim to utilize my strengths in high-tier escalation handling and stakeholder alignment to implement robust frameworks that eliminate operational friction, lower support overhead, and drive predictable outcomes across engineering, product, and support teams.
Experience
Tableau Technical Support Engineer
Salesforce
Jan 2024 – Present
Troubleshoot complex Tableau Cloud & Server issues involving authentication, networking, performance, and data connectivity.
Expertly support Tableau users, optimizing product use. Proficient in networking, server setup, admin, and troubleshooting architectures: firewalls, proxy, and web servers.
Improved first-contact resolution for complex Tableau Cloud issues by ~18% through faster RCA, better log interpretation, and proactive case handling.
Support customer integrations including OAuth, SAML, SCIM, Snowflake, Bridge, and Virtual Connections.
Perform deep RCA, analyze logs, isolate failures, and collaborate with Engineering for permanent fixes.
Lead escalations, manage communication loops, and maintain customer confidence throughout issue lifecycle.
Reduced authentication-related case volume by ~20% by identifying recurring SAML/OAuth misconfigurations and guiding customers with preventive best practices.
Improved Snowflake and external database connectivity success rates by ~15% by optimizing connection flows and proactively identifying customer-side bottlenecks.
Strengthened cross-functional workflows by collaborating with Engineering to validate product defects, resulting in faster bug triage and improved fix turnaround.
Tableau CloudOAuthSAML
Cross-Functional Escalation Partner - PALO ALTO NETWORKS
iOPEX Technologies
Jan 2022 – Jan 2024
Acted as the escalation coordinator for priority accounts, ensuring clear ownership and stakeholder alignment.
Managed case flow, executive summaries, and cross-team collaboration for complex issues.
Reduced escalation turnaround time by ~22% by streamlining triage paths and coordinating faster cross-team engagement.
Drove case triage and ownership alignment, minimizing handoffs and accelerating time-to-resolution for critical accounts.
Partnered with engineering, product, and leadership teams to streamline escalation paths and enhance visibility into ongoing issues.
Improved escalation forecast accuracy by ~18% by analyzing case patterns and proactively identifying accounts at risk of disruption.
Boosted stakeholder response by creating structured communication, reducing delays, and clarifying high-impact issue resolution.
Escalation ManagementStakeholder AlignmentCase TriageFirewallsSSL DecryptionVPN
Education
SRM University
B.Tech · Electronics & Communication Engineering
2017 – 2021
Kendriya Vidyalaya Malleshwaram
2004 – 2017
Certifications
Salesforce certified AI associate
Salesforce
Palo Alto certified network security engineer
Palo Alto
Skills
Knowledge Base ContributiInternal Case RoutingCustomer Success AlignmenDocumentation ExcellenceCross-Functional collabescalationOAuthBridgeTableau ServerCortexProxiesFirewallsVPNSSLIPSecOSPFBGPNetworking
Languages
English (Native or bilingual proficiency)Hindi (Native or bilingual proficiency)Kannada (Native or bilingual proficiency)Malayalam (Native or bilingual proficiency)Tamil (Native or bilingual proficiency)
