Headline

Technical Support Engineer (L2) | SaaS & Application Support | Salesforce | ServiceNow | Splunk | Incident Management | RCA | Production Support

About

Technical Support Engineer with 6+ years of experience in L1/L2 application and production support across SaaS and enterprise environments. I specialize in troubleshooting medium to high complexity issues, performing root cause analysis (RCA), and resolving incidents while maintaining SLA compliance. I have hands-on experience working with Salesforce CRM, ServiceNow, JIRA, Splunk, and Grafana. In my recent roles, I have: • Handled high-volume incident management (P0–P3) • Analyzed logs and system behavior to diagnose issues • Worked closely with Engineering and Product teams to resolve bugs • Managed customer issues end-to-end and ensured timely resolution • Created documentation and knowledge base articles to reduce repeat issues I am particularly interested in roles involving: • SaaS / Product Support • Application Support (L2) • Production Support • Technical Support I am open to opportunities where I can contribute to system stability, customer experience, and continuous improvement. Open to opportunities | Available immediately

Location

Hyderabad

AI stack

claude

Work experience

Technical Support Professional at IBM, Aug 2025 - Jan 2026 · 6 mos, Bengaluru, Karnataka, India, • Provided L2 support for the Apptio SaaS platform, addressing medium to high complexity issues. • Managed incidents through Salesforce and JIRA, ensuring compliance with SLAs. • Analyzed logs with Splunk and Grafana to troubleshoot performance issues effectively. • Collaborated with Engineering teams to reproduce bugs and validate fixes, enhancing overall platform reliability.

Application Support Engineer L2 at Artech L.L.C., Aug 2022 - Apr 2024 · 1 yr 9 mos, On-site, • Delivered L2 support for Salesforce Lightning CRM (administration + application support) • Managed 40–60+ tickets daily using ServiceNow and Salesforce • Performed RCA and reduced recurring issues • Worked on workflows, user permissions, and configurations • Collaborated with development teams to resolve defects • Improved system stability and user experience

L2 Support Engineer at ONPASSIVE, Jan 2021 - Apr 2022 · 1 yr 4 mos, Hyderabad, Telangana, India

Information Technology Support Specialist at Tech Mahindra, Apr 2017 - Jan 2021 · 3 yrs 10 mos, Hyderabad, Telangana, India, • Worked on ServiceNow and Salesforce CRM for ticket handling • Troubleshot network issues (LAN/WAN/VPN, TCP/IP) • Supported international customers via calls and chats • Provided remote troubleshooting and step-by-step guidance • Escalated recurring issues to backend teams

Consultant at Sutherland, Mar 2016 - Jan 2017 · 11 mos, On-site, I am responsible for communicating with the reputed restaurant chain partnering restaurants and update account information, triage legal concerns with detailed internal notations and assist with troubleshooting steps to resolve common technical issues. In addition I am able to use such programs as Salesforce, and Zendesk. I am also able to operate within commonly used office programs such as Docusign, Google Docs and Microsoft Office 365.

Education

Bachelor's degree, Computer Science, Sikkim Manipal University - Distance Education

Computer science and engineering, C.S.E, CSI eva mair vocational junior college