Ratnarup Dey

About Ratnarup Dey

Seasoned Escalation and Support Engineer with expertise in stakeholder management and providing enterprise-grade support in a 24/7 environment to streamline Customer escalation, Support Operations, Integration troubleshooting, IAM implementation, Incident Cycle, Process Automation & optimize support workflows through enhancing service levels by leveraging a precise combination of technical instinct and stakeholder engagement- Lead escalations in collaboration with engineering and product teams to resolve complex technical problems- Analyse trends and implement process improvements to improve resolution time- Conduct business reviews with management and deliver long-term plans to improve product/escalation trends- Track and report key performance metrics related to technical escalations, including response times, resolution times, and customer satisfaction scores- Develop workflows to ensure comprehensive documentation of escalated issues and resolutions is maintained- Partner with Customer Success Managers to manage a portfolio of mid-market and enterprise accounts- Engage with customers to understand their goals and use cases, recommending best practices and features- Manage customer accounts and maintain strong relationships by analysing usage patterns and proactive analysis and recommending best practices to ensure positive account health- Analyse technical issues to identify causes, document findings, and recommend improvements to prevent recurrence- Drive escalation reviews, remove blockers and improve processes between Sales, Customer Support, Product Management, and Engineering- Increase subscription adoption, customer satisfaction, and retention- Programming & Troubleshooting: Java application troubleshooting, Frontend Debugging(HAR Files, Console Logs, Performance Profiling)- Identity & Access Management: Azure AD, Entra ID, Google Workplace, Okta, OneLogin,SailPoint- APIs & Debugging: REST APIs, OAuth, SSO, SAML, SCIM, SSL- Tools & Platforms: Splunk, Postman, Curls, Amplitude- Databases & Querying: SQL, Advanced Excel

Experience

1. Associate Technical Services Manager

   Linkedin

   Jun 2025 — Present · Bengaluru, IN

   I lead LinkedIn Customer Escalations and Product Quality with a commitment to resolving complex escalations, ensuring customer satisfaction and improving product by collaborating with product managers and internal stakeholders- Drive all complex LinkedIn customer escalations to resolution- Continuously analyse trends and implement improvements- Prepare runbooks for de-escalation strategies across the department- Development of technical solutions with key stakeholders for pre-releases- Collaborate with Product Managers, Engineers, Sales and Account Executives to strategise support and workflows for new releases and high-touch features- Track and report business trends and performance matrices to higher management on product trends- Automate processes to improve TTR on customer escalations- Conduct trainings for customer-facing teams to deliver strategies on enhancing customer experience, de-escalation strategies and positive experience turn-arounds.

Education

• The Heritage Academy 213

  BCA, Computer Science

  2012 — 2015

• Christ University, Bangalore

  Master of Computer Applications - MCA, Computer Science

  2015 — 2018

Skills

• Visual Basic
• Content Management Systems (Cms)
• Php
• Cascading Style Sheets (Css)
• Css
• Magento
• C
• Programming
• Microsoft Office
• Java
• Coding Languages
• Html
• Computer Program
• Databases
• Sql
• Linux
• Web Development
• C++
• Wordpress
• Object-Oriented Programming (Oop)
• Programming Concepts