Himesh Patel

Customer Support/ Success

London, United Kingdom

#OpenToWork

About

Technical Customer Success Engineer with 10+ years spanning SaaS, enterprise software, and data analytics. Expert at bridging product capability with customer outcomes—translating complex API, integration, and microservices issues into actionable solutions. Consistent 90–95%+ CSAT across all roles, with proven ability to drive adoption, retention, and long-term strategic partnerships. ITIL Foundation and KCS v6 certified.

What I'm looking for

Remote Customer Success/Support Engineering roles where you can leverage technical expertise (APIs, microservices, SQL, enterprise platforms) to drive customer adoption and retention. Seeking roles that blend technical problem-solving with customer relationship management and strategic account ownership.

Experience

Sage

2nd Line Support Engineer (Contract)

Sage

Jan 2026 – Apr 2026

2nd Line Support Engineer (Contract) Sage | Jan 2026 – Apr 2026 Maintained 95%+ SLA adherence across an API/microservices environment, cutting average resolution time by 30% Resolved 80% of incidents at first response through structured API connectivity and network troubleshooting Partnered with Engineering, Product and Cloud Ops to accelerate complex issue resolution by 40% via clear triage and reproduction steps Reduced internal handoffs by 35% and improved ticket accuracy by optimising support processes and tooling Centralised client communications into a single source of truth, increasing CSAT by 20% Drove a 25% reduction in repeat incidents through monthly KPI analysis and trend reporting Authored knowledge articles and runbooks that cut duplicate tickets by 30% and accelerated team onboarding

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