Hi, I'm

Chaitanya
Agastyaraju

Principal Technical Support Engineer at Salesforce ·
Marketing Cloud & Agentforce Marketing SME · App Builder · Public Speaker

Salesforce Marketing Cloud subject matter expert with 8+ years in tech, including 5+ years driving enterprise customer success at Salesforce. I resolve the most complex enterprise escalations, build mobile apps, and speak at Toastmasters, based in Bellevue, WA.

View My Work Get In Touch

About Me

Who I Am

I'm a Principal Technical Support Engineer and Salesforce Marketing Cloud SME with 8+ years of experience, including 5+ years at Salesforce resolving the most complex, high-stakes customer situations across WhatsApp Business API, Push, SMS, Journey, and Email channels. I'm now working hands-on with Marketing Cloud Next (Agentforce Marketing), the next-generation Marketing Cloud built to work natively with Agentforce.

I'm the go-to escalation leader for global enterprise Signature Success accounts, trusted to drive bridges and maintain executive-level communication under pressure across AMER, APAC, and IST shifts. I perform direct SQL-level investigations on production backend tables, reducing time-to-resolution without Engineering dependency.

Outside of Salesforce, I build mobile apps for kids and write about my journey across technical support, cloud platforms, and public speaking.

🎯

Critical Escalation Leadership

Go-to engineer for Sev1 escalations on strategic, high-value accounts with executive-level communication under pressure.

🔍

Deep Backend Expertise

Direct SQL investigations across Email, Journey, Push, SMS, and WhatsApp backend tables, with no Engineering dependency.

🛡️

Compliance & Security

Recognized authority on data disclosure, CAN-SPAM, CSIRT escalation, and Salesforce security policy.

🤝

Team Anchor & Mentor

Active swarm contributor, informal knowledge authority, and Career Circle co-lead for team growth.

Career

Professional Experience

Principal Technical Support Engineer · Salesforce

Aug 2025 – Present · Bellevue, WA

Designated escalation lead for P1/Critical incidents across 10+ global enterprise accounts spanning regulated banking, hospitality, fintech, FMCG, and consumer tech verticals
Spearheaded a cross-functional Security Task Force to architect and implement a strategic framework mitigating critical security vulnerabilities including bot attacks and SQL injection vectors
Served as SME in the team's swarming model, with mentorship contributing to a 33% increase in team-wide case closure rates
Authored a comprehensive knowledge base on Marketing Cloud and Security best practices, reducing recurring case volume by an estimated 15%
Co-led a Career Circle for 10 team members: personal branding, promotion readiness, and leadership development

Senior Technical Support Engineer · Salesforce

Dec 2023 – Jul 2025 · Portland, OR

Trusted advisor and customer advocate for enterprise clients, using SQL, Splunk, and Kibana investigations for high-severity cases
Grew as SME and mentor in team's swarming model, contributing to a 10% increase in team-wide case closure rates
Authored technical knowledge articles on Marketing Cloud best practices, reducing recurring case volume by ~10%
Key member of the Security Task Force, proactively identifying and resolving platform vulnerabilities

Technical Support Engineer · Salesforce

Jul 2021 – Dec 2023 · Portland, OR

Deep SQL investigations across Email Studio, Journey Builder, and Contact Builder backend tables for Signature-tier enterprise customers
Authored knowledge base articles contributing to ~10% reduction in recurring case volume for key topics
Recognized in company-wide Customer Wow digest under Empathy (Mar 2023)
Part of team recognized for 46 Perfect CSAT scores in first months at Salesforce (Nov 2021)

Software Engineer · Miracle Software Systems

May 2018 – Jul 2021 · Novi, MI

Client: John Deere

Engineered end-to-end EDI solutions by designing business processes, developing inbound/outbound messages with IBM Sterling B2B Integrator, and creating IDOC structures
Resolved real-time production issues by analyzing EDI data flows and translation processes, tracking and fixing errors for key EDI transactions to ensure business continuity
Administered and maintained the EDI environment, configuring trading partner setups and monitoring VAN, FTP, and AS2 connectivity to prevent downtime

Expertise

Technical Skills

Salesforce Marketing Cloud

Marketing Cloud Next / Agentforce Marketing Automation Studio Journey Builder Email Studio Contact Builder Mobile Connect Mobile Push SDK WhatsApp / UCP MC Connect SQL Query

Salesforce Data Cloud

Unified Profiles Data Transformations SQL Transformations Data Streams DLOs / DMOs Data Insights Formula Functions

Languages & Scripting

SQL AMPscript JavaScript SSJS XML / JSON Python HTML / CSS Java React Native

Data & Platforms

Splunk Kibana SQL Server Studio Firebase Expo SDK Git / GitHub IBM Sterling B2B EDI

Soft Skills

Executive Communication Escalation Management Technical Writing Public Speaking Mentorship Cross-Regional Coordination Compliance Advisory

What I Build

Projects

🌍

Geo Guess Kids

iOS · Android · Web

A visual quiz app for kids covering 15 categories: Car Logos, Country Flags, Continents, Oceans, USA States, India States, Dinosaurs, Pokémon, Animals, Birds, Fruits, Vegetables, Shapes, Colors, and Countries. Features Learn mode, Test mode, English voice pronunciation, and score tracking.

React Native Expo SDK 54 iOS Android expo-speech Wikipedia API

▶ Live Demo

🧮

Math Quiz Portal

Web · Ages 10–12

A timed math practice quiz site for kids aged 10–12 covering Grade 5 and Grade 6 curriculum. Features fractions, decimals, ratios, integers, expressions, equations, percentages, and geometry. Multiple choice, 30-second countdown timer, live score, and detailed results with explanations.

Plain HTML CSS Vanilla JS Vercel

▶ Live Demo

🎓

Academic Portfolio for Dr. Hariharan

Web · Academic Profile

A standalone academic portfolio website I built for my Dad, a Professor of Chemistry with 35+ years of teaching and 32 years of research experience. Features 88 publications with live inline filtering by index (Scopus / UGC / Others), funded project cards, conference stats, and a navy + gold prestige design.

Plain HTML CSS Vanilla JS Vercel Google Fonts

▶ Live Site

Public Speaking

Speaking & Leadership

Salesforce Toastmasters Corporate Public Speaking Club

Member since September 2021

2024–2025 Vice President of Public Relations, leading external communications and club PR strategy
2022–2024 Secretary, managing meeting records, agendas, and membership communications
Active member with regular prepared speeches and table topics, focusing on technical communication and storytelling

Available for Speaking Engagements

Open to speaking at conferences, webinars, and community events on topics I know well.

Salesforce Marketing Cloud Enterprise Escalation Management Technical Support Excellence Data Cloud & AI CAN-SPAM & Compliance App Development for Beginners Career Growth in Tech Public Speaking in Engineering

Get In Touch

Contact

Open to Customer Success Opportunities

5+ years turning high-stakes Salesforce escalations into trusted, renewed enterprise relationships. Looking to bring that track record to a Customer Success, Success Architecture, or Customer Engineering team.

Customer Success Manager Success Architect Customer Engineer Customer Success Engineer Forward Deployment Engineer Marketing Manager

Let's Talk →

Let's Connect

Whether you're hiring for a Customer Success role, want to collaborate on a Salesforce challenge, discuss a speaking opportunity, or just say hello. I'd love to hear from you.

✉️

Email sai.agastya8@gmail.com

LinkedIn chaitanyaagastyaraju

GitHub askchaitanya1

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ChaitanyaAgastyaraju