Pranav R.

Solutions Architect with 12 years of Web Development Experience

Hi, I’m Pranav — a Support Engineer with 11 years of combined experience in SaaS technical support and web development. I specialize in helping SaaS companies and their customers troubleshoot technical issues, integrations, APIs, email systems, WordPress/WooCommerce, and application workflows. My background combines hands-on customer support with several years of web development, allowing me to investigate problems beyond the surface level. My Support Experience Arborgold — Product Support Engineer | Aug 2025 – Present I currently provide product and technical support for a SaaS platform used by tree management businesses. My work includes troubleshooting product issues, integrations, email configuration, and other technical problems reported by customers. I also investigate complex issues and work with internal teams when developer involvement is required. Membershipio — Customer Support Engineer | Dec 2023 – May 2025 Worked primarily on complex L2 escalations and technical issues. I handled API and workflow problems, supported the L1 team, investigated technical issues, and coordinated with development teams to troubleshoot and resolve difficult cases. Automattic — WooCommerce Happiness Engineer | Jun 2022 – Jun 2023 Provided advanced technical support for WooCommerce, helping customers troubleshoot their eCommerce websites, configurations, and technical issues. I also contributed to improvements in internal documentation and support resources. Automattic — WordPresscom Happiness Contractor | Jun 2021 – Jun 2022 Supported WordPresscom users with website management, domains, custom themes, plugins, and general technical troubleshooting. This gave me extensive experience diagnosing issues within the WordPress ecosystem and communicating technical solutions to non-technical users. Jotform — Technical Customer Support | Mar 2020 – Jul 2022 Provided technical support through live chat and tickets for a form-building SaaS platform. I helped customers troubleshoot web forms, customizations, integrations, and other technical issues. Web Development Background Before moving into technical support, I worked as a Full Stack Web Developer using the LAMP stack — Linux, Apache, MySQL, and PHP. I built WordPress plugins, modified themes, and worked with web technologies including JavaScript, Python, and CSS. This development background is an important part of how I approach technical support. I’m comfortable looking at APIs, HTTP requests, DNS, databases, integrations, application behavior, and backend issues rather than simply following a troubleshooting script. Technical Support Areas • SaaS / Product Support • L1 & L2 Technical Support • API & Integration Troubleshooting • REST APIs & Webhooks • DNS & Domain Issues • SMTP, SPF/DKIM, POP & IMAP • Email Delivery & Configuration • WordPress & WooCommerce • Plugin & Theme Troubleshooting • Browser & Application Issues • Database & Backend Troubleshooting • Bug Investigation & Reproduction • Technical Escalations • Developer & Cross-functional Coordination • Technical Documentation I’ve worked with customers and teams across different countries and time zones, communicating through tickets, email, Zoom, and internal collaboration channels. I focus on understanding the actual problem, communicating clearly with the customer, investigating the technical cause, and getting the issue to the right resolution. If you’re looking for a Support Engineer who can combine strong customer communication with real technical troubleshooting and development experience, I’d be happy to work with you.