Headline

Sr. Technical Support Engineer II @ Deque | Web Accessibility · WCAG · axe DevTools · Section 508 · REST API · OAuth · Cloud · SaaS · PaaS · JavaScript · HTML · ADF · Kibana · DataDog · ODBC/JDBC · Claude Code

About

Exceptionally capable Technical Support Engineer with 9+ years as a Technical Support Engineer and 2+ years of Web development experience in Enterprise Class Software Products with a gift for understanding both the business and technical needs of the Customer.

Location

Hyderabad

AI stack

claude code

claude

gemini

mcp

Work experience

Senior Technical Support Engineer II at Deque Systems - APAC, Feb 2023 - Present · 3 yrs 10 mos, Hyderabad, Telangana, India, At Deque, I provided expert support for Axe Monitor and Axe DevTools Browser Extension, managing escalations, resolving tickets, and leveraging ElasticSearch (Kibana), Grafana, and Datadog for log analysis and monitoring. These efforts led to a 17% improvement in resolution speed and enhanced overall product reliability. I actively monitored enterprise customer instances using Nagios, ensuring service availability by identifying and addressing issues proactively. Additionally, I trained the entire team on integrating Axe Linter with GitHub Actions, improving code quality and streamlining accessibility checks within the CI/CD pipeline. As the lead for incident and change management, I implemented ITIL best practices, resulting in a 25% reduction in incident resolution time. My expertise in browser developer tools enabled me to efficiently debug front-end issues, analyze network requests, troubleshoot CORS errors, resolve CSS/JavaScript issues, and optimize performance metrics. I also configured and resolved SAML, SSO, and RedHat authentication issues, ensuring seamless enterprise authentication. Furthermore, I guided customers in leveraging advanced features like IGT, User Flow analysis, and CI/CD integrations, achieving a 95% success rate in automation script compatibility and a 20% reduction in WCAG violations. As a KCS-certified professional, I authored and maintained knowledge base articles, promoting self-service and reducing ticket volume by 15%. I collaborated closely with cross-functional teams, including Product, Engineering, and Sales, to deliver customer-centric solutions and drive product success.

Senior Technical Support Engineer II at Progress, Dec 2022 - Feb 2023 · 3 mos, Hybrid, At Progress, I played a key role in supporting DCI, HDP, Kinvey, and Rollbase products, enabling seamless data connectivity and rapid enterprise mobile and multichannel application development. My contributions led to a 14% faster resolution rate, improving customer experience. I specialized in troubleshooting complex technical issues, including driver integration, authentication failures, and performance tuning, utilizing my expertise in Linux, Windows, cloud platforms (AWS, Azure), and authentication methods (Kerberos, Active Directory). These optimizations resulted in a 20% improvement in resolution accuracy. To enhance troubleshooting efficiency, I developed C and Java sample applications, facilitating issue replication and debugging. Additionally, I built internal tools that increased support team efficiency and reduced ticket response time by 15%. Collaborating with sales teams and industry leaders like Microsoft and IBM, I helped promote products, maintain high support standards, and improve customer satisfaction

Senior Technical Support Engineer at Progress, Dec 2019 - Dec 2022 · 3 yrs 1 mo, Hyderabad, Telangana, India

Technical Support Engineer II at Progress, Oct 2017 - Dec 2019 · 2 yrs 3 mos, On-site

Programming Analyst at Meditab Software India Pvt. Ltd., Aug 2015 - Oct 2017 · 2 yrs 3 mos, Ahmedabad, Gujarat, India, At Meditab, I played a key role in designing and maintaining critical systems, including a Helpdesk ticketing system, HR Automation for seamless recruitment and onboarding, and an advanced Incentive Calculator that streamlined operational workflows. With expertise in API development, database design, CRON jobs, and shell scripting, I enhanced system efficiency by implementing real-time notifications and user-friendly dashboards. I also introduced Swagger for REST API documentation, significantly improving developer onboarding and collaboration. My contributions led to a 20% reduction in response time for internal support requests and a 30% increase in process automation, driving productivity across teams.

Education

M.Tech, Embedded Systems, Vardhaman college of engineering

B.Tech, Electronics Communication and Engineering, Avanthi Institute of Engg. And Tech