Vimmey C.
TechSupport Lead
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About
Vimmey C. is an accomplished Technical Support Leader with an impressive eight-year tenure at Exotel, a leading CPaaS platform. Throughout his career, Vimmey consistently maintained a 92%+ SLA and CSAT rating through structured escalation management and automation, significantly reducing critical escalations and incidents. His leadership excellence is evident in creating a QA audit framework that improved team-wide quality scores by 15%, and his proactive approach in redesigning knowledge bases to reduce L1 ticket inflow. Vimmey's technical acumen extends to managing cross-functional collaborations, such as prioritizing fixes with Product and Engineering teams, enhancing platform stability. His skill set includes grafana and kibana for real-time monitoring and API testing with postman. Vimmey holds a B.Tech in Computer Science and an MBA in Information Technology from Lovely Professional University, further underscoring his robust technical foundation. Recognized with multiple Medallion of Honor Awards, he is poised to lead high-performing support teams in fast-paced environments.
Experience
Technical Support Lead
Exotel · 2025 — 2025Developed a QA audit framework, including structured rubrics, coaching, and dashboards, which improved team quality scores. Reengineered the Confluence knowledge base to decrease L1 ticket inflow by documenting targeted runbooks. Maintained 90%+ SLA and 92%+ CSAT during high escalation periods through workload management and real-time incident decisions. Established standardized KRAs and KPIs via structured one-on-ones for performance feedback. Integrated RCA documentation into Confluence to clarify engineering handoffs and accelerate P1/P2 incident resolutions. Collaborated with Product and Engineering teams to prioritize urgent fixes, enhancing platform stability. Enhanced the support team through improved hiring and training processes, which led to increased productivityTechnical Support Engineer – L3
Exotel · 2022 — 2025Reduced average ticket age to below 5 days by assigning ownership to engineers with live SLA countdowns, minimizing dead zones in handoffs. Lowered on-call escalations by 25% through the creation of SOPs and knowledge transfer sessions across shifts. Improved closure rates by tightening QA feedback loops between L1 and L3, implementing bi-weekly reviews for agent accuracy. Increased triage and RCA efficiencies by creating automation scripts in Python and Shell, substituting lengthy manual log scans. Developed targeted training procedures for junior engineers, leading to a decrease in repeat escalations. Created auto-refreshing dashboards in Google Sheets for inflow and backlog reporting.Technical Support Engineer – L2
Exotel · 2020 — 2022Minimized mean time to acknowledge (MTTA) for over 50 enterprise accounts by overseeing real-time monitoring with Grafana and Kibana, supported by alert-response documentation. Influenced product enhancements by generating dashboards that highlighted recurring UX issues. Contributed to reducing onboarding-related tickets through proactive communication with the Product team regarding gaps in UX and documentation. Conducted over 40 QA reviews quarterly, leading to enhanced SOP compliance and response consistency. Resolved Tier 2 escalations effectively across various products, ensuring consistent SLA and CSAT metrics.Technical Support Engineer – L1
Exotel · 2018 — 2020Handled more than 1,000 L1 and L2 tickets while co-developing Exotel's first structured SOPs that transformed complaint trend data into reproducible troubleshooting guides. Improved onboarding processes by streamlining communication with Customer Success, leading to a decline in repeat setup inquiries.
Skills & Expertise
Education
- B.Tech (Computer Science) + MBA (Information Technology)Lovely Professional University · 2011 — 2016