Technical Support Engineer

Impact at a glance

Years in production support

4+

Across US healthcare SaaS and enterprise observability tooling

Tier-2 cases resolved without further escalation

68%

Log review, SQL queries and REST API diagnostics at Meditab

Production support coverage

24/7

Follow-the-sun rotations spanning US time zones

Observability stacks in daily use

3

Splunk, Dynatrace and Datadog

1. Troubleshoot
2. →Investigate
3. →Root cause
4. →Communicate
5. →Resolve
6. →Prevent recurrence

1. Career Transition

   Jul 2026 — Present

   Taking a focused career transition period to upgrade technical skills, work on practical projects, and pursue the right next opportunity.

2. Observability Engineer · Crest Data Systems

   Aug 2025 — Jun 2026

   Ahmedabad, India

   Promoted from E3 Technical Support after consistently owning escalated cases end to end and building cross-stack monitoring that surfaced degradation before it reached customers.

   • Built dashboards across Splunk, Dynatrace and Datadog that flagged service degradation before it hit customers.
   • Investigated production incidents from application logs and monitoring data, then escalated to engineering and third-party vendors with reproducible evidence, verified fixes and closed the loop with clients.
   • Wrote solution-based resolution and triage guides into the team knowledge base, giving newer engineers a repeatable path and cutting time-to-triage on recurring issues.
   • Administered Linux hosts, wrote Bash scripts for health checks and log automation, ran Docker-based services and queried service logs with SQL during investigations.
   SplunkDynatraceDatadogLinuxBashDockerSQL

3. Support & Implementation Analyst — US Healthcare · Meditab Software Inc.

   Dec 2022 — Jul 2025

   Ahmedabad, India

   Client-facing L2 support across a 24/7 production environment covering US time zones — tickets, phone and chat with billing operations and clinical users under tight SLAs.

   • Resolved 68% of escalated Tier-2 cases without further escalation by combining application log review, SQL queries and RESTful API diagnostics.
   • Diagnosed third-party API integration failures behind billing and reporting gaps, packaged findings for engineering, and communicated status to technical and non-technical stakeholders through resolution.
   • Ran multi-table SQL JOINs, stored procedures and DML operations to trace data discrepancies, verify record accuracy and generate audit-ready reports during compliance reviews.
   • Mentored newer analysts on billing-investigation and ticket-handling workflows, and pitched process changes to the product team that reduced repeat-case volume.
   SQLREST APIsLog analysisITSMUS Healthcare

4. Development & Support Engineer · Jekson Vision

   Jul 2019 — Jul 2020

   Ahmedabad, India

   Supported customers across India on hardware and software issues, and contributed to proof-of-concept builds alongside cross-functional engineering teams.

   • Handled customer hardware and software issues end to end across India.
   • Contributed to proof-of-concept builds with cross-functional engineering teams.
   SupportHardwareSoftwarePOC builds