Aditi Surabhi

Senior Technical Support Experience

OTTO

Jan 2022 - Present • 4 yrs 6 mos

Company name is - Sprinklr India PVT limited. I am a Senior Product Support Engineer with over 7 years of experience supporting enterprise SaaS products, solving complex technical issues, and collaborating with global customers and cross-functional teams to deliver exceptional product experiences. My expertise lies in technical troubleshooting, issue investigation, root cause analysis, escalation management, customer communication, and driving timely resolutions while maintaining high customer satisfaction. At Sprinklr, I work closely with customers, Product Managers, Engineering, and Quality Assurance teams to diagnose product issues, analyze application behavior, identify defects, and communicate actionable insights that improve both product quality and user experience. I regularly handle high-priority customer escalations, prioritize critical issues, document findings, and contribute to knowledge base articles and process improvements that enhance operational efficiency. Alongside my professional experience, I hold a Bachelor's degree in Information Technology and a Product Management certification from IIM Indore. This combination enables me to bridge the gap between customers, business stakeholders, and engineering teams. I can contribute to product discovery, user feedback analysis, feature prioritization, requirement gathering, PRD reviews, backlog refinement, acceptance criteria validation, release readiness, and cross-functional coordination to help build customer-centric products. I am fluent in English and Hindi and bring strong analytical thinking, attention to detail, structured problem-solving, technical documentation, data analysis, AI data annotation, prompt evaluation, and quality assurance skills. Whether you need technical support, product operations, AI evaluation, documentation, or product management assistance, I am committed to delivering accurate, reliable, and high-quality results while meeting deadlines and exceeding expectations.