India |  L2 Customer Support Engineer

Krunal Mehta

“My role at Crossover is more than a job for me; it’s my passion. It gives me a reason to wake up every day with a new resolve to conquer new challenges” said Krunal, an L2 Customer Support Engineer at Crossover. In addition to gaining expertise with new technologies, Krunal is impacting the products he supports by collaborating with Product Owners and Technical Delivery Owners. “I have not had this same degree of impact in other companies,” he told us. We connected with Krunal to hear more about what he has been learning at Crossover, and what makes our support team unique.
Krunal Mehta, L2 Customer Support Engineer

In what ways have you grown professionally during your time at Crossover?

When I joined Crossover, I was an expert with Microsoft Technologies but had a lot to learn about other technologies. Here, I have not only learned new technologies but have also learned project management, team management, customer success, and other “soft” skills that I had not developed before. 

I have also appreciated how support agents like myself are able to impact work outside of the scope of the support organization. Input that we provide to Product Owners and Technical Delivery Owners is valued, and we are able to impact the actual products we work on. I have not had this same degree of impact in other companies.

What is an example of a recent challenge you have tackled at Crossover?

I support a product called Skyvera Social, which is one of Crossover’s client’s most popular products with a huge customer base. We needed to create multiple server instances for all agents supporting the product in order to test and reproduce the issues that were reported to us. We wanted to create multiple server instances while avoiding higher costs. In two days, I discovered a solution that allowed me to configure one server that allowed access from Windows, Mac, and Linux machines. By customizing configurations on the server, I was able to launch a single instance on AWS that is now shared by 20 agents, which cut our costs to only 10% what they were before.

Tell us about your team.  How have your colleagues (teammates, managers, direct reports) helped you grow?

My team consists of 11 superstars who own different products and technologies. The amount of knowledge exchanged within the team is astonishing. In the support organization, we support many different products that leverage a variety of technologies so sometimes, I am assigned tickets that require fixes I am not as familiar with. In those cases, I ping my team on Skype and within minutes, I receive input that helps resolve these challenging tickets. I have never seen such collaborative teamwork before.  It has enriched my professional life a lot, and has helped me reach new levels of my potential.

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