Sunil Raj Kumar

Lead support engineer for SaaS cloud ops, L2/L3 escalation management, and incident triage. •Resolved production alerts across 10+ enterprise accounts using CloudWatch logs and SQL queries, reducing average resolution time by 18% within defined SLA frameworks each sprint. •Led L1 engineers in REST API troubleshooting and SaaS integration support, improving documentation quality and reducing repetitive support tickets by 11% through standardized resolution workflows. •Deployed n8n automation pipelines with LLM-based triage logic, cutting manual support toil across SaaS workflows and improving customer experience while reducing overall email processing time. •Surfaced recurring failure patterns via structured log analysis, converting findings into actionable SOPs that reduced repeat escalations across 10+ enterprise accounts over a six-month period. •Built KPI reporting dashboards in close collaboration with engineering teams, aligning support metrics with customer success goals and improving operational visibility across all active accounts. •Collaborated closely with engineering teams on operational reliability improvements and deployment pipeline optimization, providing architecture-level context during incident retrospectives and critical support escalation resolution workflows.

Support lead for node operators covering validator onboarding, incident response, and GCP ops. •Managed escalation lifecycle end-to-end as single point of contact for 45+ enterprise node operators, reducing average response time by 27% through structured guided resolution protocols. •Designed validator troubleshooting workflows on GCP using Cloud Logging runbooks and SOP frameworks, reducing recurring validator sync issues by 37% across all active operator fleets. •Implemented Datadog and Grafana dashboards for infrastructure monitoring and KPI visibility, reducing false positive alerts by 41% and improving validator alert detection precision by 19%. •Authored 20+ onboarding guides and knowledge base resources for validator operations, reducing setup queries by 39% and improving First Contact Resolution across enterprise operator accounts. •Built a validator onboarding toolkit with automated health-check scripts, reducing node setup time by 12% through configuration automation, guided validation workflows, self-service docs, and runbooks. •Assisted in infrastructure architecture discussions for validator deployments on GCP, contributing to operational scalability planning, reliability improvements, and deployment optimization across all active enterprise accounts. •Supported ecosystem operations spanning validator infrastructure management, staking participation workflows, governance coordination, and community technical support initiatives across diverse on-chain environments and external partner channels.

Protocol support engineer for node ops, transaction debugging, SLA adherence, and coordination. •Triaged 150+ monthly technical and payment-related support queries with full on-call ownership, consistently meeting SLA targets and improving first-response times across all active ticketing channels. •Investigated complex transaction debugging cases using Etherscan and Polygonscan explorers, reducing average resolution time by 22% through structured root cause analysis and repeatable diagnostic frameworks. •Monitored node infrastructure and payment transaction flows via real-time dashboards tracking sync status and uptime, reducing customer-impacting incidents by 34% during major network upgrade windows. •Developed Bash scripts for log diagnostics and led AMA sessions with 80+ validator partners, influencing three platform updates through structured technical communication and feedback collection. •Assisted community members and ecosystem participants with governance-related queries, validator participation workflows, staking operations, DeFi protocol support, and on-chain ecosystem coordination and community outreach activities.

B2B SaaS support role for enterprise escalations, incident triage, and cross-team work. •Managed high-severity escalations for enterprise SaaS clients by leading cross-functional resolution with product and engineering teams, reducing overall resolution timelines by 15% across all accounts. •Maintained 2-minute first-response SLA and 3-hour resolution time across 1,000+ B2B queries, achieving high First Contact Resolution and consistent CSAT scores across the APAC timezone. •Designed SOP frameworks for production outages by defining triage ownership and escalation paths, reducing average escalation response time by 37% across all enterprise account incidents. •Produced technical documentation from HAR file and API trace analysis, improving resolution accuracy and reducing escalation timelines across recurring critical issue categories for enterprise clients. •Supported integration architecture troubleshooting across REST API and SaaS workflows, collaborating with engineering teams to resolve root causes and improve platform-level reliability for enterprise clients.

Entry-level support role for REST API docs, client onboarding, and process standardization. •Supported customer onboarding across multiple concurrent client engagements by carefully coordinating technical requirements and delivery timelines, ensuring consistent and reliable communication with all key stakeholders. •Documented REST API integration issues through detailed server log analysis, reducing repeat queries by 18% and improving knowledge base coverage through structured process documentation practices. •Delivered technical support across diverse client scenarios while contributing to training design, protocol standardization, and operational excellence improvements across all early-stage product and deployment engagements.