Tejas Joshi

About Tejas Joshi

I troubleshoot & solve complex support problems or expose the bugs no one else catches! Learning AI to solve them smarter! Senior Technical Product Support Specialist II (L2) with 10 years of experience supporting AI-driven, cloud-native SaaS platforms in MarTech and enterprise environments. Proven ownership of production reliability, escalation management, and operational readiness for customer-facing systems, including AI-powered personalization and decisioning workflows supporting enterprise clients and business-critical use cases.In my current role, I handle responsibilities typically associated with a Support Team Lead, including mentoring and training team members, participating in interviews, maintaining SOPs and knowledge bases, and coordinating closely with Engineering and Product teams. Act as a primary escalation point for P1 and P2 incidents impacting enterprise customers, ensuring timely resolution and high-quality outcomes for complex L2/L3 issues.Hands-on experience supporting AWS-based cloud platforms, performing deep log analysis using SQL and Linux, and working with monitoring and alerting tools. Regularly partner with DevOps, SRE, QA, and Product stakeholders across multiple teams to restore service, conduct root cause analysis, and reduce incident recurrence.Strong focus on enablement and operational improvement—creating and maintaining documentation, improving workflows, identifying recurring issues, and driving better support experiences for both customers and internal teams. Influence day-to-day execution for a 6-member support team, while collaborating with multiple cross-functional teams during high-impact incidents.My long-term goal is to move into a formal Support Leadership role within a global organization, where I can combine hands-on technical expertise, AI-aware support operations, team development, and operational excellence to scale reliable, customer-focused support.

Experience

1. Senior Product Support Specialist Ii, L2

   Blueshift

   Apr 2024 — Present · Pune, IN

   Participated in a hackathon, creating a marketing dashboard based on the competitive advantages of the current platform and a gap analysis with others using the Anthropic Console (Claude), and discussed improvements closely with the marketing team. Additionally, I explored ChatGPT Browser and Perplexity Browser to troubleshoot support issues, obtain answers more efficiently, and enhance productivity. Own and resolve complex L2/L3 product issues across a cloud-based MarTech SaaS platform, ensuring high customer satisfaction and SLA adherence. Act as a go-to escalation point for L1 engineers, providing guidance, mentoring, and technical direction. Participated in interviews and onboarding of L1/L2 support engineers, assessing technical, problem-solving, and AI awareness capabilities. Drive knowledge enablement by creating, updating, and maintaining SOPs, internal documentation, and customer-facing help articles, incorporating AI-assisted recommendations where possible. Collaborate closely with Engineering, QA, DevOps, and Product teams to investigate defects, validate fixes, and improve platform reliability. Monitor production systems using Datadog, respond to alerts, and support incident resolution and post-incident analysis. Contribute to disaster recovery activities, account termination processes, and compliance-driven operational tasks.

Education

• Savitribai Phule Pune University

  Master of Science, Computer Science

  2012 — 2014

• Deakin University

  Masters of Information Systems, Business Analytics

  2016 — 2018

• Savitribai Phule Pune University

  Bachelor of Science, Computer Science

  2009 — 2012