Kesavan Muthusamy
Senior Product Support | SaaS | Document360 | Technical Troubleshooting | Customer Experience
- Role
- Senior Product Support Engineer at Kovai.co
- Location
- Coimbatore, TN, IN
- LinkedIn followers
- 500 followers
About Kesavan Muthusamy
As a Technical Support Specialist at Kovai.co, I address product inquiries and resolve issues using ticketing systems while collaborating with L2 and L3 teams to ensure SLA compliance. I support global customers through tickets, chat, and calls, providing tailored solutions and assisting newly onboarded customers in partnership with the Customer Success Management team. Holding a Bachelor of Engineering in Computer Science from Bannari Amman Institute of Technology, I contribute technical expertise in Postman and JSON Web Token (JWT). I also work closely with the documentation team to update resources, enhancing customer support and ensuring product adaptability.
Experience
Senior Product Support Engineer
Jan 2026 — Present · Coimbatore, IN
Lead the investigation and resolution of complex and escalated product issues across Document360Act as a point of contact for high-priority customer cases and critical incidentsCollaborate closely with Engineering, Product, and Documentation teams to drive faster root cause resolutionProvide guidance and mentorship to support team members on advanced technical scenariosEnsure SLA adherence and improve overall support efficiency and customer satisfactionContribute to process improvements and knowledge base enhancements based on recurring issues
Education
Sri ragavendra higher secondary school
Computer Science
2015 — 2017
Bannari Amman Institute of Technology
Bachelor of Engineering - BE, Computer Science
2017 — 2021
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