Mukul Garg
Head of Support Engineering @ PubNub | Official Member, Forbes Technology Council
- Role
- Head of Support Engineering at PubNub
- Location
- San Francisco, CA, US
- LinkedIn followers
- 500 followers
About Mukul Garg
Leading PubNub\'s Support Engineering department, my focus is on building a top-tier…
Experience
Head of Support Engineering
Dec 2018 — Present · San Francisco, CA, US
Built a global Support and Network Escalation Engineering team from the ground up, fostering a culture of excellence and customer satisfaction.* Leveraged data analytics to extract meaningful insights from usage patterns, enabling the development of targeted metrics and customized customer support solutions.* Established a robust 24/7 escalation model, offering a comprehensive suite of support packages tailored to diverse customer needs, including phone line support, live chat, email, and personalized enterprise support.* Provided leadership and guidance to Global Support and incident management teams, ensuring seamless operations and timely resolution of customer issues.* Collaborated closely with product and engineering teams to prioritize issues based on their impact, ensuring that critical problems received immediate attention and resolution.* Successfully scaled the Support Engineering team globally, expanding its reach across the US, India, London, and Poland, to effectively serve a growing customer base worldwide.* Played a pivotal role in defining and implementing support paid plans, ensuring financial sustainability and aligning support offerings with customer needs.* Introduced and integrated a range of cutting-edge tools, including Zendesk, OpsGenie, Intercom, and Drift, to streamline processes, optimize workflows, and maximize support effectiveness.
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