Support ownership
Coordinating the queue.
Lead support shifts, prioritise tickets and assign work against first-response and resolution SLA targets.
SaaS Support · Technical Troubleshooting · Support Operations
I turn product problems into clear next steps.
I help customers resolve complex product issues and improve the workflows, knowledge and tools behind effective support.
Technical depth. Clear communication.
Better systems behind the answer.
40+ articles
Self-serve knowledge library in Slab
L2 troubleshooting
APIs, integrations & deliverability
Support operations
Routing, queue ownership & handovers
Practical AI
Fin knowledge & Claude-assisted reporting
About
Technical work.
Human context.
I’m Srishti. I started in enterprise technology at Infosys, moved into client engagement at Axcess.io, and now work in customer-facing SaaS support at Instantly.ai.
My work spans both the issue in front of a customer and the operation behind it: investigating escalations, coordinating a support shift, maintaining routing workflows and turning recurring questions into shared knowledge.
I use AI in that same practical way—reviewing Intercom Fin answers, correcting exceptions and using Claude to help with reporting. The tools matter, but so does the judgement behind them.
Highlights
Ownership, made visible.
Specific responsibilities from my SaaS support work, from individual escalations to the systems around the team.
Technical troubleshooting
Getting to the root of an issue.
Resolve L2 API, integration and deliverability escalations, reproducing problems in Postman before engineering handoff.
Workflow design
Building the system around support.
Build and maintain Intercom workflows for VIP routing, round-robin assignment, break policies and handovers.
AI & human review
Keeping AI answers accountable.
Maintain Intercom Fin knowledge, review responses and correct failures involving policy exceptions.
Shared knowledge
Making answers reusable.
Built a self-serve library in Slab with 40+ articles, alongside FAQs and video tutorials for recurring questions.
Reporting & feedback
Bringing patterns back to the team.
Use Claude to support weekly reporting and flag recurring customer pain points to product and engineering.
Selected work
A closer look at the work.
Three work summaries covering the workflows, knowledge and everyday decisions behind my support work at Instantly.ai.
Work / 01
Support operations
A clearer path from question to owner.
Building and maintaining the routing, assignment and handover workflows behind a SaaS support queue.
Read work overviewWork / 02
AI & human judgement
Useful AI. A human in the loop.
Maintaining Intercom Fin answers, correcting exceptions and using Claude to support everyday reporting.
Read work overviewWork / 03
Documentation & enablement
Answers worth finding again.
Building a self-serve knowledge library with 40+ articles, FAQs and video tutorials in Slab.
Read work overviewRésumé-backed work summaries. No customer data, internal screenshots or unverified performance metrics.
Skills & tools
What I work with.
Tools and practices from my experience—not proficiency scores or a collection of badges.
Technical troubleshooting
Support operations
AI in everyday work
Collaboration & knowledge
Career
Different contexts.
A connected thread.
Enterprise foundations, client engagement and customer-facing SaaS support. Here’s how the experience connects.
- Apr 2022 — present
Instantly.ai
SaaS support & operations
Customer-facing troubleshooting, support shift coordination, Intercom workflows, AI-assisted support and shared knowledge.
- Nov 2020 — Jul 2021
Axcess.io
Cloud Services Associate, Client Engagement
Client engagement at an AWS managed service provider, including leads, service agreements and sales activity.
- Jul 2016 — Dec 2017
Infosys
Systems Engineer
Reporting and process automation within the ESM team, building an enterprise technology foundation.
Education
A foundation in computing.
MCA, 2016 · BCA, 2014
Graphic Era University, Dehradun
Beyond support
Curiosity outside the queue.
Reading, Kathak and tabla. A Basic Mountaineering Course at NIM in 2018, too.
Contact
Let’s talk about
better support.
SaaS support, technical problem-solving and the operations behind a better customer experience. If that’s what you’re working on, I’d like to hear about it.