Prabakaran A

About Prabakaran A

I am currently working as a Product Support Engineer at Wrike.I have more than 7 years of experience in technical support, customer service, and project management, with multiple certifications from cPanel.At Wrike, I take ownership of customer issues reported and identify solutions to resolve them within the SLA. I also communicate with customers quickly and effectively, support the rollout of new features, and manage multiple cases at a time. I provide support in the form of procedural documentation and collaborate with the development team and other stakeholders. I am passionate about delivering high-quality products and services, and I enjoy learning new skills and technologies. I value teamwork, diversity, and innovation.

Experience

1. Product Support Engineer

   Wrike

   Feb 2025 — Present · Bengaluru, IN

   Provided advanced technical assistance to customers via email, chat, phone, and ticketing systems, ensuring timely and effective resolution of product-related issues. Diagnosed and resolved software and integration issues using API testing tools (Postman, cURL) and Wrike Integrations (WI). Investigated and analyzed logs with Graylog to identify backend errors and system issues. Monitored system health and performance using dashboard tools to proactively identify and address potential problems. Guided customers through step-by-step troubleshooting, delivering clear and concise instructions tailored to their technical background. Escalated complex or unresolved issues to higher-level support and engineering teams, ensuring prompt follow-up and resolution. Collaborated with Product, Engineering, and QA teams to report bugs, suggest product improvements, and support new feature rollouts. Created and maintained knowledge base articles and FAQs to empower customers and improve support efficiency. Collected and relayed customer feedback to inform product and process enhancements.

Education

• Rvs college of arts and science

  Bachelor of Science - BS