Hariharan B Kannan

About Hariharan B Kannan

I am a results-driven Team Lead – Technical Support with 3+ years of experience supporting SaaS and IoT products and leading globally distributed support teams across India, the United States, and Mexico.I have progressed from an individual contributor to a people leader by consistently owning complex escalations, managing client integrations, mentoring team members, and driving process improvements that enhance customer experience and operational efficiency.In my current role at Rently, I lead advanced support operations, manage Tier-2 and integration-related escalations, conduct stakeholder reviews, and collaborate closely with Product, Engineering, and App teams to resolve issues and prevent recurrence through RCA and CAPA initiatives.I am passionate about building high-performing teams, improving CSAT through structured training and process optimization, and scaling support operations in fast-paced SaaS environments. I am actively growing toward Support Operations / Associate Manager responsibilities.

Experience

1. Associate Team Lead

   Rently

   Apr 2025 — Present · Coimbatore, IN

   Lead and manage global technical support teams across India, the US, and Mexico.Own advanced escalations and client integration requests for SaaS and IoT smart-home products.Designed and led the Pilot Tier-2 / Advanced Integrations Support Team to resolve complex integration issues.Drive queue health, SLA adherence, and escalation management across phone, chat, and email channels.Conduct weekly stakeholder review calls and regular 1:1s for performance management and coaching.Train new hires, deliver cross-training, and revamp onboarding programs to improve agent readiness.Collaborate with Product, Development, and App teams on RCA, CAPA, and customer feedback loops.

Education

• Christ The King Engineering College

  Diploma in mechanical engineering , Mechanical Engineering

  2016 — 2019