Arun Sundararajan
Senior Technical Support Manager
Senior Technical Support Manager at Exotel with 13+ years in the technical support domain, now leading the Platform and AI Services verticals on a CPaaS platform. I enjoy understanding how systems break in the real world and turning those lessons into platform reliability improvements.
About Me
Senior Technical Support Manager at Exotel, where I lead support for the Platform and AI Services verticals on a CPaaS (Communications Platform-as-a-Service) stack spanning voice, messaging, and conversational AI. My focus is escalation and reliability ownership, building and mentoring the support team, and partnering closely with Product and Engineering to turn customer signal into platform improvements.
13+ years in the technical support domain — building high-performing teams, running enterprise escalation and P0/P1 incident management, and translating customer pain into roadmap priorities. As Technical Operations Manager at Hevo, I led 24x7 global support for a cloud ETL platform, lifting SLA adherence to >95% and reducing MTTR by 28%.
I care about turning support from a cost center into a strategic product advantage — through AI-assisted support tooling, automation, and OKR-driven execution across Support, Engineering, and Product.
Skills & Technologies
Operations
Leadership
Cloud & Data
AI & Automation
Work Experience
Senior Technical Support Manager
- ▸Lead the technical support function for the Platform and AI Services verticals on Exotel's CPaaS (Communications Platform-as-a-Service) stack spanning voice, messaging, and conversational AI products.
- ▸Manage and mentor the support team across both verticals, owning escalation processes, on-call coverage, SLA adherence, and incident-response standards.
- ▸Own P0/P1 incident response, driving root-cause analysis, cross-team coordination, and post-incident reliability improvements for platform and AI services.
- ▸Partner closely with Product and Engineering to translate recurring customer issues into roadmap priorities and platform reliability initiatives.
- ▸Drive AI-assisted support tooling and automation within the AI Services vertical to reduce repetitive queries and improve resolution times.
Technical Operations Manager
- ▸Led a 15+ member L1/L2 technical support team delivering 24x7 support for 2000+ global customers.
- ▸Improved First Response Time by 35%, MTTR by 28%, and maintained >95% SLA adherence.
- ▸Managed P1/P0 production escalations involving data pipelines, PostgreSQL, MySQL, Snowflake, and API integrations.
- ▸Built structured incident review and RCA framework, reducing repeat issue categories by 22%.
- ▸Drove AI-assisted ticket classification and knowledge base improvements, reducing repetitive queries by ~18%.
Product Support Engineer
- ▸Provided L2 technical support for cloud-based ELT platform, troubleshooting data pipelines, REST APIs, and databases.
- ▸Resolved complex production incidents involving authentication failures, schema drift, CDC lag, and API rate limits with >92% SLA.
- ▸Led customer-facing debugging sessions with enterprise clients, analyzing logs and restoring critical data flows.
- ▸Partnered with Engineering to reproduce defects, provide RCA documentation, and influence platform reliability improvements.
- ▸Reduced recurring ticket volume by identifying failure patterns and contributing to automation scripts.
Product Support Engineer
- ▸Supported Sprinklr Ads platform for enterprise customers like McDonald's, Nike, and Adidas.
- ▸Conducted root cause analyses on recurring issues, implementing preventive measures.
- ▸Managed critical product escalations, coordinating efforts across teams for prompt resolutions.
- ▸Contributed to new product development by providing valuable user feedback from support perspective.
Technical Solutions Engineer
- ▸Supported Yahoo's DSP and Premium Ad Serving systems, resolving campaign creation and delivery issues.
- ▸Investigated ad serving failures including tracking pixel misfires, targeting mismatches, and budget pacing issues.
- ▸Partnered with Product and Engineering to escalate platform defects and improve operational workflows.
Associate Analyst
- ▸Handled high-volume email support for iPhone and iTunes products, consistently meeting SLAs.
- ▸Diagnosed account, billing, sync, and software-related issues; routed complex cases to specialized teams.
- ▸Improved turnaround time by documenting structured SOPs and knowledge articles.
Education
Bachelor of Engineering
Aeronautical
Park College Of Technology
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