Support engineer who turns noisy incidents into clean, evidenced resolutions.

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.

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.

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.