S. Victor Joseph

About S. Victor Joseph

I’m a Customer Success & Support professional specializing in incident management…

Experience

1. Customer Success & Support

   Thena

   Jun 2024 — Present

   First Customer Support hire at Thena; responsible for setting up support processes and ensuring SLAs were consistently met.• Provided timely responses to customers, gathered and shared product feedback, and worked cross-functionally with Engineering, Product, Design, Finance, Security, and GTM teams to help customers achieve desired outcomes.• Took ownership of incoming customer issues by triaging, investigating, managing, and resolving complex cases. • Escalated critical issues to the Engineering team and collaborated closely on resolutions.• Handled customer escalations and provided detailed Root Cause Analyses (RCAs) to drive transparency and continuous improvement.• Assisted customers with solutioning and implementation to ensure successful integration and adoption of Thena’s platform.• Delivered enablement training sessions to customers, helping them maximize the value of the product.• Documented detailed bug reports and filed feature requests to enhance product functionality.• Created and maintained knowledge base content to improve customer self-service and internal enablement.• Supported account management activities, including customer renewals and expansion discussions.• Worked with third-party vendors to ensure seamless integrations and minimize disruptions for customers.Technologies Used: REST APIs, MongoDB, Postgres, SQL, AWS, Vibe coding, Logs & RCA.Tools Used: Thena, Zendesk, Salesforce Cases, HubSpot CRM, Salesforce CRM, Grafana, Postman, MongoDB, Supabase, Redis, ReadMe, Paragon, Linear, Retool, Mezmo, LaunchDarkly, GitLab, GitHub, Kinde, AWS, Temporal, Jira, Replit, Visual Studio (Windsurf), Zenduty, Mailgun, DocuSign, SupaBase.

Education

• Karunya University

  Bachelor of Technology - BTech