Adarsh Masekar

Technical Support Specialist · Governance Pod & Enterprise Admin

Enterprise B2B SaaS · Admin Center & System Admin · SAML 2.0 / SSO · Java · SQL · RCA Architect

Key Impact Highlights

Years Experience

Enterprise B2B SaaS

L2/L3 & Auth Escalations

Governance Pod Specialist

KB Articles & SAML Guides

Self-Service +40%

0%+

SLA Adherence

MTTR -35%

Governance & Auth Diagnostic Hub

Live Simulator

Interactive demonstration of enterprise support escalation & RCA methodologies

smartsheet-governance-cli ~ saml-sso

Tier:Fortune 500 Enterprise (15,000+ seats)

Customer Escalation Symptom: Users redirected to IdP login but fail authentication with 'Invalid SAML Response: StatusCode urn:oasis:names:tc:SAML:2.0:status:Responder' during peak hours.

[2026-08-01T09:14:22Z] [SSO_AUTH_HANDLER] [ERROR] SAML Response verification failed!
Provider: Okta_Prod_IdP | EntityID: http://www.okta.com/exk9201a
Error: Assertion NotOnOrAfter condition breached (Target: 2026-08-01T09:14:00Z, ServerTime: 2026-08-01T09:14:22Z)
ClockSkew: +22.400s (Exceeds max allowed tolerance of 15.000s)
DigestMethod: http://www.w3.org/2001/04/xmlenc#sha256 [MISMATCH_WARNING]

Technical Support Specialist at Smartsheet (Governance Pod) with 2.2+ years in Enterprise B2B SaaS, specializing in Enterprise Admin Center governance, user lifecycle management, SAML 2.0 / SSO authentication escalations, and code-level Root Cause Analysis. Proven track record of resolving 300+ high-stakes escalations, guiding customer onboarding, and delivering engineering-grade solutions while maintaining 96%+ SLA adherence across global Fortune 500 accounts.

Experience

SmartsheetGovernance Pod

Technical Support Specialist | Bengaluru, India (Hybrid)

April 2026 – Present

Dedicated specialist in the Governance Pod handling high-impact Enterprise Admin Center operations, system administration, user lifecycle management, enterprise SSO authentication (SAML 2.0 / Okta / Azure AD), and driving technical onboarding for enterprise accounts.

•Enterprise Admin & Governance Specialist — managing System Admin configurations, user lifecycle events (user activation, deactivation, role assignment), automated licensing rules, and organization-wide domain security policies.

•SSO & Authentication SME — resolving high-priority authentication escalations, debugging SAML 2.0 assertion errors, clock skews, SCIM 2.0 user provisioning conflicts, and IdP configurations (Okta, Azure AD/Entra ID, PingFederate).

•Customer Onboarding & Escalations Leadership — leading technical onboarding sessions for enterprise admins, driving resolution on high-stakes escalated cases, and maintaining 96%+ SLA adherence.

•Core Platform & Advanced Formulas — resolving complex core app issues, nested cross-sheet formulas (INDEX-MATCH, IF-ISERROR performance optimization), sheet automations, and governance compliance rules.

•Peer Guidance & Mentorship — mentoring peers on SAML/SSO diagnostic workflows, authoring internal troubleshooting playbooks, and guiding team members on complex governance cases.

Systems & Governance: Salesforce CRM, Admin Center, System Administration, SAML 2.0, SSO (Okta, Azure AD), SCIM, User Lifecycle, Domain Security, Advanced Formulas

Qualitia Software

Product Support Engineer | Pune, India (Remote)

January 2025 – March 2026

Provided L2/L3 technical support for an enterprise test automation SaaS platform, handling complex escalations requiring code-level debugging, custom engineering solutions, and cross-team collaboration for global B2B clients.

•Engineered a custom Java/JDBC integration module for IBM DB2 within 36 hours, implementing connection pooling to resolve a critical enterprise account failure and prevent churn.

•Resolved 300+ L2/L3 escalations through code-level debugging of Selenium and Appium frameworks, reducing MTTR by 35% while maintaining 95%+ SLA adherence.

•Authored 50+ technical knowledge base articles with executable code samples, achieving 40% increase in self-service resolution and reducing inbound ticket volume.

•Mentored 3 junior support engineers on product architecture and troubleshooting methodologies, cutting team ramp-up time by 40%.

•Collaborated directly with product engineering on bug escalations, feature validation, and API testing — acting as the technical voice of the customer in roadmap discussions.

Keywords: Java, JDBC, IBM DB2, Selenium, Appium, Spring Boot, REST APIs, SQL, RCA, CI/CD

Ticketing: Jira, internal tools (L1–L3 escalations)

Tech Mahindra

Associate Software Engineer | Bengaluru, India

March 2024 – September 2024

Provided L1/L2 production support and incident triage for enterprise loan platform performing basic troubleshooting and escalating complex issues to L3 for enterprise banking clients.

•Reduced incident response time by 25% through L1/L2 production support for enterprise loan platform processing 5,000+ daily transactions using Java/Spring Boot microservices for banking customers.

•Enabled 30% faster permanent fixes by conducting comprehensive Root Cause Analysis on production defects with stack trace analysis and code references for development teams and stakeholders.

•Reduced loan processing time by 20% during peak periods through SQL query analysis, indexing strategies, and join refactoring for database performance optimization serving enterprise clients.

•Ensured data integrity across 50+ RESTful microservices by executing API testing with Postman and creating automated test collections with JSON validation for customer data protection.

Keywords: Java, Spring Boot, Microservices, SQL, Postman, API Testing, RCA, CI/CD

Ticketing: Jira, internal tools (L1–L2 escalations)

Featured projects

AI-Powered Log Analysis Portal

MongoDB, Express.js, React.js, Node.js, LLM | 2025

Internal tool concept for L1/L2 teams to reduce manual stack-trace analysis and accelerate RCA.

Identified gap from 300+ manual RCA cycles; built as internal tooling proof-of-concept to address a real support bottleneck.

•Problem: Support teams spending excessive time manually analyzing Java stack traces and error patterns across multiple systems for enterprise customers.

•Solution: Built automated portal with file uploads, API integrations, and Groq API integration to parse errors, targeting 40% deflection in L1 tickets and faster MTTR for L2.

•Architecture: MERN stack with React frontend for file uploads and real-time diagnostics, Express/Node backend orchestrating LLM calls via Groq API, and MongoDB for log storage and pattern history.

•Impact: Reduced average RCA time from 45 minutes to under 15 minutes per incident, enabling L1 teams to self-serve on common error patterns without escalation.

Stack: React, Node.js, Express, MongoDB, Groq API, REST APIs

Product Enhancement: In-House Code Editor

Java, Eclipse RCP | 2025

Technical analysis and specification for in-house IDE solution to reduce customer friction.

Proposed after tracking 20+ escalation tickets rooted in external IDE dependency issues — translating support data into a product-level solution.

•Problem: 20+ escalation tickets related to setup issues and external IDE dependencies causing customer friction and longer onboarding for enterprise clients.

•Solution: Researched Eclipse RCP frameworks, created technical specifications projected to reduce setup-related escalation tickets by 30% and cut onboarding time for new users.

•Approach: Analyzed Eclipse RCP plugin architecture, evaluated SWT vs JavaFX for UI, and developed a modular specification supporting syntax highlighting, auto-completion, and integrated debugging — all runnable without external IDE installation.

•Impact: Specification adopted by product engineering for roadmap consideration, with projected 30% reduction in setup-related escalations and 25% faster customer onboarding.

Stack: Java, Eclipse RCP, SWT, Plugin Architecture

Education

Visvesvaraya Technological University

Bachelor of Engineering in Computer Science

Graduated: 2023 | CGPA: 8.6/10

GitHub Activity

Consistent contributions over the past year, focusing on support automation tools, log analysis utilities, and backend services.

Tech Stack

I've worked with these core technologies throughout my support and engineering engagements:

Salesforce CRM

Jira Service Mgmt

SAML 2.0 / SSO

Admin Center

Okta & Azure AD

SCIM Provisioning

Java

Python

JavaScript

TypeScript

Node.js

Express.js

Postman

Linux / Unix

Git & GitHub

Docker

Jenkins CI/CD

SQL

MySQL

MongoDB

React

Next.js

Tailwind CSS

Selenium

Appium