- Head the 8-person technical support team, reporting to the VP of Customer Success, serving enterprise customers across 6 regions.
- Raised SLA attainment from ~80% to 98% and CSAT from 85% to 96% by redesigning support processes.
- Managed 200+ P1/P2 incidents through resolution and root cause analysis.
- Act as technical consultant to high-value enterprise customers, advising executive stakeholders on adoption and retention.
- Turned customer feedback into 15+ shipped product fixes and feature requests, and review every release with QA before it reaches customers.
Hi, I’m Souryyajit.
I’m at my calmest when everyone else is refreshing the status page.
I find the fix, keep everyone in the loop, and deliver when it matters most. Being genuinely useful to people is the part I enjoy most, at work and away from it.
Today I’m Manager – Technical Support and Assistant AI PM at OutThink, heading a team that looks after enterprise customers across the UK, EU, US, Canada, Australia and the Middle East. Because I hear from customers every day, I also get to turn what they tell me into product improvements.
From service desk to support leader
Each block is sized to the time spent there, November 2019 to today.
- 2019–2021DXC TechnologyAssociate Professional, Technical Support
- 2021–2022Trellix (formerly McAfee)Technical Support Engineer
- 2022–2024BirdeyeTechnical Support Engineer II
- 2024–2025FreshworksTechnical Account Manager
- 2025–todayOutThinkManager – Technical Support and Assistant AI PM
Beyond the tickets
I’m a Bengaluru-based support leader who speaks English, Bengali and Hindi, trained in Hindustani classical music, and is happiest on a long road trip with good food waiting at the end of it.
Where my work ethic comes from
Early on at Trellix, my leaders drilled one idea into me: customers pay serious money for a product or service, and they deserve every bit of the value it promises.
That idea has stayed with me ever since. It’s the test I hold my own work to, and the standard I hold my team to, wherever I go.
What I live by
Ownership
If it’s broken and I’m in the room, it’s mine.
Patience and empathy
Behind every urgent ticket is a person having a hard day. My job is to make it shorter.
Communication
Bringing people round to the right outcome, and then getting them there together.
Time management
A time I give someone is a promise, not an estimate.
Off the clock
Music
I hold a master’s in Hindustani classical music, and I’m just as happy on the listening side of good music.
Travel
The plan is to see the world, one culture, cuisine and bit of history at a time.
Cars and road trips
A big-time car enthusiast. Give me an open road and a full tank and the weekend sorts itself out.
Food
A proper foodie. Most of my trips are planned around what I’m going to eat.
The gym
An hour or so every day that belongs only to me.
Coming soon: a vlog
Food, trips and training, all in one place. Watch this space.
Currently buildingThe best human risk platform on earth, with the team at OutThink
Currently readingOrigin by Dan Brown
Little-known factCertified Ethical Hacker at 19
“There is nothing noble in being superior to your fellow man; true nobility is being superior to your former self.”
Work and experience
Seven years across B2B SaaS and cybersecurity: enterprise IT service desk, endpoint security, SaaS support, technical account management and, now, heading a technical support function while working as Assistant AI PM. My hands-on base in SSO, REST APIs and log analysis lets me lead escalations rather than just route them, and turn what I learn from them into product decisions.
Where support meets product
Alongside running support, I work as Assistant AI PM at OutThink. It’s an unusual seat: I hear from customers every day through tickets, calls and escalations, and I can take what they tell me straight to the people building the product. Support stops being the end of the line and becomes one of the product’s best inputs.
Hear it
Escalations, tickets and customer calls show me where the product helps and where it gets in the way.
Make the case
I capture feature requests formally and back each one with evidence: how often it happens, who it affects and what it costs them.
Ship it
I work with Product and Engineering to shape the fix, and test changes with QA before they reach customers.
Close the loop
I go back to the customer who raised it, so they see their feedback turn into something real.
15+ product fixes and feature requests shipped from support data
Every bi-weekly release reviewed with QA and tested before general availability
AI in support: AI-assisted analysis of every incoming ticket, with a support-portal chatbot in the works
How I run support
Fix the process before the people
Redesigning support processes at OutThink raised SLA attainment from ~80% to 98% and CSAT from 85% to 96%, with first-contact resolution held above 90%.
Own the escalation end to end
I’ve managed 200+ P1/P2 incidents across the full lifecycle, keeping customers and internal teams updated from first report through resolution and root cause analysis.
Treat support data as product input
Patterns in tickets have become 15+ shipped fixes and feature requests, 20+ knowledge base articles and 10+ automations.
Build the team deliberately
I’ve hired 6 engineers into an 8-person team and own their performance reviews, development plans and work allocation.
Experience
- Managed 50 Freshservice (ITSM/ITAM) enterprise accounts worth $1M+ ARR, helping secure 94% gross renewal.
- Led 50+ integration projects spanning SSO (SAML, OAuth, OIDC, Azure AD), CMDB and API integrations.
- Delivered ~15 webinars and enablement workshops that cut support tickets by 30%.
- Resolved 5,000+ support requests and cut resolution time by 30% through process and SOP improvements.
- Led 100+ client API integrations, debugging with REST APIs, Postman, Kibana and MySQL.
- Partnered with Engineering on 100+ critical issues on a multi-cloud online reputation management platform.
- Resolved 80 cases a month on endpoint security products (ePO, McAfee Agent, DXL) at 95% CSAT.
- Ran agent migrations, upgrades and disaster recovery backups covering 10,000+ endpoints.
- Supported 4,000+ Microsoft employees on identity and access (Active Directory, Azure AD) and Microsoft 365.
- Automated 8 routine tasks with PowerShell and SQL Server, saving 3–4 hours a week.
Skills
Support leadership
Support operations, escalation and incident management, SLA management, KPIs (SLA, CSAT, FCR, TTR), process and SOP design, knowledge management, root cause analysis, hiring and performance management
Customer and cross-functional
Executive stakeholder management, QBRs, technical account management, onboarding and adoption, voice of customer, feature request management, Product and Engineering collaboration, vendor management
Product
Feature request management, voice of customer, release review and pre-GA testing, AI-assisted support, Product and Engineering collaboration
Identity and access
SSO (SAML, OAuth, OIDC), Microsoft Entra ID (Azure AD), SCIM, Active Directory, Group Policy, PKI/SSL
APIs, data and diagnostics
REST APIs, Microsoft Graph API, Postman, cURL, SQL (MySQL, SQL Server), Kibana/Elasticsearch, log analysis, Wireshark, Nmap
Platforms and infrastructure
Jira Service Management, Confluence, Freshservice, Salesforce Service Cloud, ServiceNow, AWS, Azure, Microsoft 365, PowerShell, Windows Server, Linux
Domain
Cybersecurity, human risk management, security awareness training, phishing simulation, ITSM/ITAM, endpoint security, identity and access management
Recognition
- Bias for Action Award and Eternally Pioneering Award, OutThink (Q1 2026, Q3 2026)
- Emerging Talent Award (H2 2024) and Kudos Performance Awards (Sep, Oct, Dec 2024), Freshworks
- Star Performer, Birdeye (Q1 2023, Q3 2023, Q1 2024)
Education and certifications
- Bachelor of Computer Applications, Dayananda Sagar College of Arts, Science & Commerce, Bengaluru (2016–2019)
- Certified Ethical Hacker (CEH), EC-Council (2017)
- Integrated Program in Data Science, Machine Learning & AI, Hero Vired (2021–2023)
Get in touch
Happy to talk about product management, support leadership, escalation management, or running enterprise support for products and services. Road-trip and food recommendations also welcome.