Rashmi Kumari

Headline: Senior Technical Support Engineer | WebRTC & API Specialist | Enterprise Account LeadAbout **Me:**I am a Technical Support Engineer II at Vonage, where I serve as the designated technical lead for Fortune 500 enterprise accounts. My daily work involves driving technical success for high-scale deployments supporting over 10,000+ concurrent users. I specialize in bridging the gap between deep-dive engineering and customer outcomes, specifically within the WebRTC and Cloud API ecosystems.With over 8 years of experience in technical operations and team enablement, I have a proven track record of reducing churn and improving efficiency. At Vonage, I authored SDK troubleshooting guides that reduced team resolution time by 30%. Before transitioning into SaaS, I spent nearly 5 years as a Technical Trainer, which gave me a unique ability to simplify complex technical concepts for any audience.What I can help you with:Advancing in Technical Support: How to move from Tier 1 to Tier 2 and take on "TAM-style" responsibilities.WebRTC & SDK Troubleshooting: Deep dives into JavaScript-based SDKs, real-time communication protocols, and log analysis.Enterprise Incident Management: Managing critical P1/P2 incidents and conducting Root Cause Analysis (RCA) for global clients.Documentation for Impact: How to create internal knowledge bases that actually reduce ticket volume and escalation rates.My Philosophy:Mentorship is about empowerment. Having trained over 500 students in my early career, I believe in giving mentees the framework to solve problems independently. Whether you're debugging an API or navigating a high-pressure client call, I’m here to help you build the confidence to lead.