Hello & Welcome!

Support Engineer / QA Engineer (Actively looking for work)

📧 pranavrana.com[AT]Gmail.com
🔗 LinkedIn: linkedin.com/in/pranavranacom

About Me

I am an experienced Support Engineer with a strong track record of resolving technical challenges and ensuring customer success in SaaS and web development domains. My expertise lies in troubleshooting APIs, debugging code, and helping customers integrate solutions into their workflows.

I thrive on problem-solving, customer communication, and cross-functional collaboration to enhance user experience. From front-line customer support to advanced technical troubleshooting, I ensure the customer’s voice is heard and their issues are resolved.

Career Journey

I have been in the technology field for over 15 years, starting as a Web Developer at Kayako Infotech. Over time, I expanded my expertise by running my own web development agency and freelancing on platforms like Upwork and Freelancer.

📌 Upwork Profile (Upwork account required for access).

I have worked on a range of projects, including web development, SaaS customer support, and technical writing. Long-term roles include working with Jotform, Automattic (WooCommerce & WordPress.com), and Membership.io.

Objective & Aim

My long-term goal is to grow into a leadership role where I can design and implement strategies to improve the support experience for both customers and teams. I aim to become an expert in SaaS product management, bridging the gap between product development and support services.

I am passionate about learning new technologies, mentoring others, and contributing to innovative customer support processes that drive efficiency and satisfaction.

Work Experience

Support Engineer / Lead – Membership.io (Dec 2023 – Present)

  • Assist support engineers with technical queries, bug troubleshooting, and client issue resolution.
  • Handle API issues, bug escalation, and product customization support.
  • Skills Used:
    • HTML, CSS, JavaScript, Laravel (PHP Framework), REST APIs
    • Customer interaction, troubleshooting, domains & hosting

Solutions Engineer – TimeDoctor (Freelance, 3 Months) (July 2024 – Sep 2024)

  • Assisted in data analysis and SQL report generation for internal and enterprise clients.
  • Designed custom reports using Google Looker Studio.
  • Skills Used:
    • Google Cloud SQL, Complex SQL queries, Report designing
    • JIRA, Team interaction, Problem-solving

Technical Support Specialist (Happiness Engineer) – WooCommerce (June 2022 – June 2023)

  • Provided technical support for WooCommerce customers, resolving issues and ensuring satisfaction.
  • Collaborated with cross-functional teams to improve product features.
  • Skills Used:
    • HTML, CSS, JavaScript, jQuery, WordPress, WooCommerce
    • eCommerce knowledge, domains & hosting, customer interaction

Contract Support Specialist (Happiness Contractor) – WordPress.com (Automattic)

  • First Contract: (June 28, 2021 – Oct 4, 2021)
  • Second Contract: (Nov 15, 2021 – June 17, 2022)
  • Provided support for WordPress.com users, troubleshooting issues and managing customer queries.
  • Skills Used:
    • HTML, CSS, JavaScript, jQuery, WordPress, domains & hosting

Technical Customer Support – Jotform.com (March 2020 – July 2022)

  • Delivered technical customer support, addressing user issues and improving customer experience.
  • Assisted users with customizations and integrations.
  • Skills Used:
    • Web development knowledge (HTML, CSS, JS, jQuery, REST APIs)
    • Customer interaction, issue resolution

Freelance Web Developer – Upwork.com (March 2014 – Feb 2020)

  • Developed websites, web apps, and WordPress sites for clients.
  • Provided technical writing and content services.
  • Skills Used:
    • HTML, CSS, JavaScript, PHP, Rust, C, C#, Python

Freelance Web Developer (Local) – Cerain Tech (Jan 2013 – Feb 2014)

  • Operated Cerain Tech, offering web development services to local businesses.
  • Skills Used: HTML, CSS, JavaScript, jQuery

Full Stack Web Developer – Kayako Infotech (April 2009 – April 2010 & April 2012 – June 2012)

  • Developed web applications and contributed to coding new features.
  • Skills Used: HTML, CSS, JavaScript, jQuery

Key Skills

✅ Technical & Development:

  • HTML, CSS, JavaScript, jQuery, PHP, MySQL, Laravel
  • REST APIs, Web Hosting, SaaS App Deployment (AWS, GCP)
  • WordPress, WooCommerce, eCommerce Technologies
  • Three.js (3D Web Game Development), Adobe Animate (2D Web Game Development)

✅ Support & Communication:

  • Technical Troubleshooting & Customer Support
  • Project & Process Management
  • Freelancing & Remote Work Expertise

✅ Tools & Platforms:

  • Google Cloud SQL, Google Looker Studio
  • JIRA, Upwork, Freelancer

Work Ethic

I work by these principles:
✔ Be proactive.
✔ Performance matters.
✔ Keep learning and evolving.
✔ Stay humble, respect everyone, and embrace challenges.

Languages

  • English (Fluent)
  • Hindi (Native)
  • Punjabi (Native)