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Sachin B

Sr. Technical Support Engineer @ Swiftlane | Access Control & Video Intercom Systems

Bengaluru

5+ years of work experience

Swiftlane
Aug 20251 yr 3 mosPresent

Remote

Supporting Swiftlane's cloud-based access control and video intercom platform across residential and commercial properties. Acting as the primary point of contact for property managers, installers, and end users — owning issues from first report through resolution. Key responsibilities: -Diagnose and resolve hardware issues across intercoms, access control units, card/fob readers, and integrated devices (e.g., Igloo smart locks) -Troubleshoot networking, PoE, firmware, and cloud sync issues impacting device uptime -Manage escalations to L2/L3 engineering teams, including detailed device logs, ticket context, and clear engineering asks -Own customer communication for high-priority accounts, outages, and recurring issues — translating technical complexity into clear, actionable guidance -Coordinate installer dispatch and on-site resolution for hardware replacements and field troubleshooting -Draft customer-facing communications, internal escalation summaries, and end-of-day reporting across support workflows -Document recurring issues, contribute to product feedback loops, and partner with engineering on root-cause analysis for repeat failure modes
Biesse Group
Apr 20223 yrs 5 mosAug 2025

Global Hotline Support for Sophia IOT and Parts Platform ‒ Managing of the IoT platform – SOPHIA IoT and Parts - SOPHIA , as a SOPHIA Global Admin the daily activities included monitoring the Registration flow, contracts, Renewals of machines in Oracle EBS. ‒ Solving the Customer tickets through Salesforce related to IoT Platform and responding to ticket in time, which includes Remote troubleshooting (TeamViewer), evaluate complex customer problem, identifying root cause, and derive resolutions. ‒ Coordinating with Internal Departments, to improve the platform, resolve the errors, and rollout software updates. ‒ Managing the requests from Subsidiaries and Dealers, creation of Accounts for Showroom / Exhibition setup. ‒ Software training for Service technicians and end users. ‒ Creating Power BI reports to monitor of Machines in Platform and analyze the connection backlog of machines all over the world. • Streamlined IoT platform operations, reducing machine registration and contract renewal processing time by 20% in Oracle EBS. • Developed standardized issue-resolution templates, cutting customer support response time by 15% and improving efficiency. • Analyzed and resolved 100+ complex IoT-related cases via Salesforce, using root cause analysis to improve ticket resolution time by 25%. • Collaborated with IT, Automation, and DevOps teams to deploy 5+ software updates, minimizing downtime and enhancing platform stability. • Designed 3+ Power BI dashboards tracking machine connectivity trends, reducing unresolved cases by 10% through data-driven insights. • Led 10+ software training sessions, increasing user adoption rates by 30% and decreasing follow-up support requests.
Biesse Group
Aug 20218 mosMar 2022

Read the drawings, schematics, and assembly instructions. ‒ Produced components by assembling parts and sub-assemblies of Wood processing machines. ‒ Usage of tools and equipment in the assembly. ‒ Concept of 5S, Lean Manufacturing, KAIZEN. • Assembled 200+ CNC machine sub-assemblies by interpreting technical drawings, schematics, and job orders, ensuring 100% quality compliance. • Applied 5S, Lean Manufacturing, and KAIZEN principles, increasing production efficiency by 20% and reducing waste. • Operated precision tools to assemble 50+ machine components, maintaining zero defects across all units. • Completed 3+ industry workshops and projects, gaining expertise in advanced manufacturing techniques.

Sachin’s AI Stack

claude code
claude code
claude
claude
cursor
cursor
gemini
gemini
openai
openai
ChatGPT
ChatGPT

Education

Sri Siddhartha Institute of Technology

Bachelor of Engineering - BE, Mechanical Engineering

Sri Siddhartha Institute of Technology

20174 yrs2021
Narayana Institute

PUC, PCMB

Narayana Institute

20152 yrs2017

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Headline

Sr. Technical Support Engineer @ Swiftlane | Access Control & Video Intercom Systems

About

A dedicated Engineer with a background in Mechanical Engineering, focused on troubleshooting by leveraging data to improve business processes. My experience involves streamlining IoT platform operations, enhancing customer support through standardized templates, and collaborating with cross-functional teams on software deployment. I have hands-on experience executing end-to-end analytics projects, from loan default analysis to creating interactive dashboards. Proficient in SQL, Power BI, and Python, I am passionate about applying my skills in data cleaning, modeling, and visualization to solve complex challenges

Location

Bengaluru

AI stack

claude code

claude

cursor

gemini

openai

ChatGPT

Work experience

Technical Support Engineer at Swiftlane, Aug 2025 - Present · 1 yr 3 mos, Remote, Supporting Swiftlane's cloud-based access control and video intercom platform across residential and commercial properties. Acting as the primary point of contact for property managers, installers, and end users — owning issues from first report through resolution. Key responsibilities: -Diagnose and resolve hardware issues across intercoms, access control units, card/fob readers, and integrated devices (e.g., Igloo smart locks) -Troubleshoot networking, PoE, firmware, and cloud sync issues impacting device uptime -Manage escalations to L2/L3 engineering teams, including detailed device logs, ticket context, and clear engineering asks -Own customer communication for high-priority accounts, outages, and recurring issues — translating technical complexity into clear, actionable guidance -Coordinate installer dispatch and on-site resolution for hardware replacements and field troubleshooting -Draft customer-facing communications, internal escalation summaries, and end-of-day reporting across support workflows -Document recurring issues, contribute to product feedback loops, and partner with engineering on root-cause analysis for repeat failure modes

Service Support Engineer at Biesse Group, Apr 2022 - Aug 2025 · 3 yrs 5 mos, Global Hotline Support for Sophia IOT and Parts Platform ‒ Managing of the IoT platform – SOPHIA IoT and Parts - SOPHIA , as a SOPHIA Global Admin the daily activities included monitoring the Registration flow, contracts, Renewals of machines in Oracle EBS. ‒ Solving the Customer tickets through Salesforce related to IoT Platform and responding to ticket in time, which includes Remote troubleshooting (TeamViewer), evaluate complex customer problem, identifying root cause, and derive resolutions. ‒ Coordinating with Internal Departments, to improve the platform, resolve the errors, and rollout software updates. ‒ Managing the requests from Subsidiaries and Dealers, creation of Accounts for Showroom / Exhibition setup. ‒ Software training for Service technicians and end users. ‒ Creating Power BI reports to monitor of Machines in Platform and analyze the connection backlog of machines all over the world. • Streamlined IoT platform operations, reducing machine registration and contract renewal processing time by 20% in Oracle EBS. • Developed standardized issue-resolution templates, cutting customer support response time by 15% and improving efficiency. • Analyzed and resolved 100+ complex IoT-related cases via Salesforce, using root cause analysis to improve ticket resolution time by 25%. • Collaborated with IT, Automation, and DevOps teams to deploy 5+ software updates, minimizing downtime and enhancing platform stability. • Designed 3+ Power BI dashboards tracking machine connectivity trends, reducing unresolved cases by 10% through data-driven insights. • Led 10+ software training sessions, increasing user adoption rates by 30% and decreasing follow-up support requests.

Apprentice at Biesse Group, Aug 2021 - Mar 2022 · 8 mos, Read the drawings, schematics, and assembly instructions. ‒ Produced components by assembling parts and sub-assemblies of Wood processing machines. ‒ Usage of tools and equipment in the assembly. ‒ Concept of 5S, Lean Manufacturing, KAIZEN. • Assembled 200+ CNC machine sub-assemblies by interpreting technical drawings, schematics, and job orders, ensuring 100% quality compliance. • Applied 5S, Lean Manufacturing, and KAIZEN principles, increasing production efficiency by 20% and reducing waste. • Operated precision tools to assemble 50+ machine components, maintaining zero defects across all units. • Completed 3+ industry workshops and projects, gaining expertise in advanced manufacturing techniques.

Education

Bachelor of Engineering - BE, Mechanical Engineering, Sri Siddhartha Institute of Technology

PUC, PCMB, Narayana Institute