Isha Mittal

- Serve as a senior technical point of contact for Expert customers, owning complex and high-impact technical issues end to end - Troubleshoot advanced issues related to Marketo Engage including APIs, integrations, data flows, and platform behavior - Analyze logs, reproduce issues, identify root causes, and provide clear, effective resolutions or workarounds - Collaborate cross-functionally with Engineering, Product, and Tier 3 teams to escalate defects, influence fixes, and advocate for customer needs - Communicate clearly and professionally with both technical and non-technical stakeholders, including delivering updates during critical incidents - Manage high-priority customer escalations with a calm, structured, and customer-first approach - Contribute to internal knowledge bases, documentation, and best practices to improve team efficiency and support quality - Mentor and support junior engineers through knowledge sharing and case guidance

- Deliver high-quality technical support to Expert customers using Adobe Marketo Engage, ensuring timely resolution of complex issues. - Collaborate with cross-functional teams, including Services, Sales, and Engineering to troubleshoot and escalate product issues or defects. - Handle challenging customer scenarios with professionalism and empathy, maintaining a strong customer-first approach. - Contribute to internal knowledge sharing and strategy improvements across the global support organization.

- Delivered multi-channel technical support (phone, email, live chat, ticketing) for Street Context platform and APIs, resolving client issues efficiently - Generated customized data reports using Looker to meet client-specific requirements and support business decisions - Identified and documented product issues by creating JIRA tickets, partnering with Product teams to drive resolution and improvements - Collaborated with client IT teams to troubleshoot and resolve email integration and deliverability issues - Partnered cross-functionally with Engineering, Product, and internal teams to investigate issues, drive resolutions, and escalate complex cases as needed

- Work closely with key business stakeholders to understand, analyze and assess their requirements and inputs, facilitate discussions, and suggest the best practice solution framework to address their needs. - Drive the definition, optimization, and improvement to new and existing business processes via development of business and functional requirements. - Work with cross-functional teams to design or re-engineer business processes and take ownership of their translation into design, testing, and go live. - Lead meetings with various groups throughout the organization to clarify needs, obtain buy-in, and roll out selected solutions. - Reviewing the software solutions for completeness, usability, and conformance to requirements prior to User Acceptance Testing (UAT). - Assisting with QA and UAT to allow the business to learn and understand any new software changes.-

- Support customer activities through direct interaction with the customer's engineering team. - Reproduce customer-reported bugs and create JIRA tickets for respective teams. - Explore knowledge base to troubleshoot issues which already had fixes/workarounds.

- Act as the front line of IT Support, handling support requests by phone and email. - Troubleshoot desktop hardware, Multi-Function Devices, and software issues. - Maintain an inventory of loaner equipment, smartphones, and mobile Internet. - Participate in proprietary software testing, documentation, and development as needed.