Headline

Signature Technical Support Engineer

About

With experience of having worked in various leadership roles that demand responsibility and ownership, and a genuinely keen interest to learn the best technical expertise & practices followed in an organization, I aim to enhance my career growth in the best way possible and to be an asset to the organization I work for.

Location

Bengaluru

AI stack

antigravity

claude code

claude

codex

cursor

gemini

Work experience

Signature Technical Support Engineer at Salesforce, Feb 2024 - Present · 2 yrs 9 mos, Bangalore Urban, Karnataka, India, - Troubleshooting Mulesoft integrations involving third-party APIs with experience in troubleshooting and root cause isolation - Act as the primary contact for escalated customer issues, ensuring accurate capture and clear documentation of problem details. - Drive the end-to-end resolution of escalations by coordinating investigations across support, engineering, and other technical teams. - Lead regular stakeholder syncs to review active escalations, align on priorities, and track progress toward resolution. - Monitor trends in escalations to pinpoint recurring issues and opportunities for process improvements. - Recommend and implement workflow enhancements that increase efficiency and improve customer satisfaction. - Coach and mentor support engineers on escalation handling, complex troubleshooting, and customer management best practices. - Represent the customer’s perspective within the organization, ensuring their technical needs are considered in product planning and enhancements. - Foster trusted relationships with key customers to strengthen long-term engagement and loyalty. - Skilled in debugging with application logs, stack traces, and browser/network traces. - Delivered regular reports on escalation KPIs (response/resolution times, CSAT trends) to senior leadership, influencing support strategy and product improvements.

Team Lead Production Support Engineering at Fynd (Shopsense Retail Technologies Ltd.), Jun 2022 - Jun 2023 · 1 yr 1 mo, Bengaluru, Karnataka, India, • Played an active role during all phases of product development from requirements elaboration, design/development to testing and deployment. • Ability to understand the technical architecture, its implementation, design patterns, data representations and infrastructure powering these systems. • Demonstrated expertise in building and enhancing microservices to achieve decentralization. • Experience working in an Agile environment. • Responsible for manual/automated testing activities. This includes writing test cases based on business requirements, test data creation, maintaining automated scripts to test front-end, API’s and DB changes. • Direct interaction/facilitation of bug resolution with engineering teams. • Worked closely with SDEs and solution architects to understand the tech stack, design and accordingly build the architectural frameworks, setup infra and build execution models. • Strong foundation knowledge of Design patterns and experience in applying it to solve use cases. • In-depth knowledge of databases like MySQL, PostgreSQL. • Experience in implementing and consuming large scale web services. • Basic knowledge of Cloud based services like AWS, AWS Lambda and S3. • Strong understanding of Caching and messaging platform Kafka. • Worked on technologies like Elastic Search, Redis and MongoDB. • Familiarity with monitoring tools like Grafana, Prometheus, Sentry and New Relic. • Understanding and working experience with GIT.

Product Support Engineer at Replicon, Mar 2020 - Jun 2022 · 2 yrs 4 mos, Bengaluru, Karnataka, India, • Hands-on experience of troubleshooting SaaS based application • Configuration and troubleshooting of SSO, SAML, ADFS and Microsoft Azure • Configuration and troubleshooting of custom and default API’s and Web Services • Experience in setting up, configuring and troubleshooting product apps on Android and IoS • Basic understanding and knowledge of SQL and JSON troubleshooting • Log bugs and prepare SOW for enhancement requests • Complete ownership of issues/cases and well versed in escalation protocols • Work with engineering and Product Management teams for resolution of customer issues

Service Segment Manager at Hewlett Packard Enterprise, Sep 2018 - Mar 2020 · 1 yr 7 mos, Bangalore, • Handling global customer queries for HPE clients using 3PAR arrays and applications. • Execution and handling of various aspects of service functions and applications: installation, upgrades, relocation and decommissioning of storage devices. • Generation/Handling reports such as installation trackers, scheduled service activity logs. • Running remote commands for log generation and collection. • Analyzing firmware versions and deploying suitable OS/patch upgrades.

Technical Analyst at HoardingExpress.com, Feb 2016 - Jul 2018 · 2 yrs 6 mos, Bengaluru, Karnataka, India, • Ability to debug test failures, read through logs, network calls and make preliminary root cause analysis of defect/bug. • Ability to develop test plans, test cases, test design documents with good coverage and optimised testing approach with the ability to identify the test cases qualifying for test automation. • Configuring windows/linux based systems according to new host requirements. • Troubleshooting various network/desktop issues on client systems over phone and remote access methods. • Analyzing & keeping track of server logs to ensure proper functioning of primary server.

Education

MCA, Computers, PES University

BCA, Computers, Gogte college of commerce