At Vercel HQ
Salesforce Tower
Coastal Adventures
Neeraj Kumar
Senior Developer Support Engineer
Professional, creative, flexible with proven support skills and extensive remote work experience. Expert in debugging and monitoring applications across distributed teams. Provide quality customer service, which included the handling of second support tier cases and difficult scenarios, while focusing on the best customer experience. Quick learner seeking a challenging and creative environment with excellent verbal and communication skills. Committed to diagnosing, reproducing, and fixing customer issues in remote-first environments.
Based in
Mumbai, Maharashtra, India
Working from
Remote
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
Professional Experience
Senior Developer Support Engineer
Currently working as a Senior Developer Support Engineer in a fully remote capacity, helping developers succeed with Vercel's platform and providing technical guidance for deployment and performance optimization. Collaborating with global teams across different time zones to ensure 24/7 customer support coverage.
Senior Success Engineer Signature Support
• Working with Premium customers in APAC regions
• Respond to, update, and resolve customer issues within prescribed SLA targets to maximize customer loyalty
• Effectively communicating with customers via email, phone, and other electronic methods
• Develop and deliver training classes to team members on various technical topics
• Perform in-depth troubleshooting to identify root causes
• Act as a part-time mentor for SME-related support cases
• Extensively researching and documenting customer software and technical issues as KCS articles
• Incident handling, resolving pages(pager)
Senior Technical Support Engineer
• Help customers succeed while using Tableau Products
• Assist customers to connect to different data sources through cases/tickets
• Debugging and analyzing logs from Desktop and Server, performance monitoring
• Writing and editing knowledge base articles for complex processes
• Working with different Tableau products like Tableau Server, Tableau Desktop, Tableau Online
Heroku Platform Support Engineer
• Assisting customers deploying their app/code on Heroku
• Providing technical support via ticketing system
• Work with different Addons like Paper trail, Librato, PostgreSQL, MySQL, Scheduler
• Work with PostgreSQL, help customers provision databases, restore databases
• Work with Heroku Connect for data synchronization
• Onboarding new joiners and providing training
Full Stack Developer
• Developing, designing, optimizing, testing, and maintaining RoR code
• Implementing upgrades, code releases, and database changes
• Code Merge and Deployment using Capistrano
• Working with Ruby on Rails framework for web application development
Junior Software Developer
• Upgrade and build of an education portal on the RoR platform
• Developing, designing and maintaining RoR code
• Implementing upgrades, code releases, and database changes
• Learning and implementing best practices in software development
Education & Certifications
Executive PG Programme in Data Science
Data Science and Analytics
PGPCC in Cloud Computing
Cloud Computing - Grade A
Post Graduate Diploma in Information Technology
Information Technology
B.TECH Computer Science & Engineering
Computer Science & Engineering - CGPA 7.4
Senior Secondary (CBSE)
Science - 73.6%
Higher Secondary (CBSE)
Science - 89%
Professional 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
I'm always interested in discussing new opportunities, technical challenges, and ways to help teams succeed. With 5+ years of remote work experience, I'm ready to contribute to your distributed team from day one!