Neeraj Kumar
Senior Developer Support Engineer
Results-driven Developer Support Engineer with 7+ years of experience in remote technical environments. Specialized in resolving complex technical challenges across distributed systems and cloud platforms. Proven track record of exceeding SLAs while maintaining 98% customer satisfaction. Combining deep technical expertise with exceptional communication skills to bridge the gap between developers and technology.
Based in
Mumbai, Maharashtra, India
Working from
Remote
At Vercel HQ SFO
Salesforce Tower SFO
Coastal Adventures Monterey
Remote Work Excellence
5+ Years Remote Experience
Successfully working remotely since 2019, managing global customer relationships and cross-timezone collaboration
Global Team Collaboration
Experience working with APAC, US, and European teams across multiple time zones with excellent communication
Remote-First Tools Expert
Proficient in Slack, Zoom, Jira, Confluence, and other remote collaboration tools for seamless productivity
Flexible Schedule Management
Proven ability to manage flexible schedules, handle on-call rotations, and maintain work-life balance remotely
Core Expertise
Remote Customer Support Excellence
Specialized in handling premium customer cases remotely with focus on SLA adherence and customer satisfaction across time zones
Remote Technical Troubleshooting
Expert in debugging applications remotely, analyzing logs, and identifying root causes using screen sharing and remote access tools
Distributed Software Development
Strong background in Ruby on Rails development with experience in remote development teams and async collaboration
Remote Team Leadership & Mentoring
Experience in mentoring remote team members and delivering virtual technical training sessions across global teams
Top Skills & Technologies
Technical Skills
Remote Work
Support & Integration
Professional Experience
Senior Developer Support Engineer
•Lead technical support initiatives for enterprise clients deploying Next.js applications on Vercel's platform
•Resolve complex deployment, performance, and integration issues with 95% first-contact resolution rate
•Collaborate with cross-functional teams to improve platform reliability and developer experience
•Develop comprehensive documentation and technical guides that reduced common support inquiries by 30%
•Mentor junior support engineers and conduct knowledge-sharing sessions on advanced troubleshooting techniques
Senior Success Engineer Signature Support
•Provided premium technical support for enterprise clients across APAC region with 99.8% SLA adherence
•Implemented proactive monitoring solutions that reduced critical incidents by 40%
•Developed and delivered specialized training programs for 25+ team members on advanced troubleshooting
•Authored 30+ knowledge base articles that became standard reference material for the global support team
•Recognized with Trusted Advisor Sales Excellence Award for exceptional customer relationship management
•Reduced average case resolution time by 35% through process optimization and technical expertise
Senior Technical Support Engineer
•Resolved 200+ complex technical issues related to data connectivity, visualization, and server performance
•Conducted root cause analysis on critical customer issues, achieving 97% successful resolution rate
•Optimized performance for enterprise Tableau Server deployments, improving query response times by 45%
•Created comprehensive troubleshooting guides for common issues that reduced ticket escalations by 25%
•Collaborated with product engineering to identify and address software bugs affecting customer experience
Heroku Platform Support Engineer
•Provided expert technical support for Heroku platform, handling 500+ cases with 96% customer satisfaction
•Specialized in PostgreSQL database management, including provisioning, optimization, and data recovery
•Implemented Heroku Connect synchronization solutions for seamless Salesforce data integration
•Developed automated diagnostic tools that reduced troubleshooting time by 30%
•Onboarded and mentored 8 new team members, creating comprehensive training materials
•Recognized as Best Performer in the Indian Heroku team for exceptional technical expertise
Full Stack Developer
•Architected and developed scalable web applications using Ruby on Rails, JavaScript, and PostgreSQL
•Implemented CI/CD pipelines with Capistrano that reduced deployment time by 60%
•Optimized database queries and application code that improved overall system performance by 35%
•Collaborated with UX designers to implement responsive interfaces that increased user engagement by 25%
•Conducted code reviews and mentored junior developers on best practices and coding standards
Junior Software Developer
•Developed and maintained features for an educational portal serving 10,000+ users
•Implemented responsive UI components using HTML5, CSS3, and JavaScript
•Collaborated with QA team to identify and resolve software defects, improving application stability
•Participated in agile development processes, contributing to sprint planning and retrospectives
•Optimized database queries that reduced page load times by 40%
Education & Certifications
Executive PG Programme in Data Science
IIIT Bengaluru
Data Science and Analytics
2021 - 2022PGPCC in Cloud Computing
Great Lakes Institute of Management
Cloud Computing - Grade A
2020Post Graduate Diploma in Information Technology
Symbiosis Centre for Distance Learning
Information Technology
July 2020 - November 2023B.TECH Computer Science & Engineering
Biju Patnaik University of Technology
Computer Science & Engineering - CGPA 7.4
2010 - 2014Senior Secondary (CBSE)
Kendriya Vidyalaya
Science - 73.6%
2009Higher Secondary (CBSE)
Kendriya Vidyalaya
Science - 89%
2007Professional Certifications
Awards & Achievements
2022 Trusted Advisor Sales Excellence Award
2022
Global recognition at Tableau/Salesforce for outstanding customer support and sales excellence
Best Performer - Indian Heroku Team
2021
Recognized as top performer in the Indian Heroku support team at Salesforce
Volunteering Rockstar
2020
56+ hours of volunteering at Salesforce, contributing to community initiatives
Academic Excellence
2019
Academic scholarships for B.TECH and Class XII, MVP and Trailblazer awards
Let's Connect
Ready to elevate your technical team with proven expertise in remote environments? With 7+ years of experience solving complex challenges and a track record of exceeding expectations, I bring immediate value to distributed teams. Let's discuss how my skills can address your specific needs.