Ambuj Mishra
Application/ Product Support Engineer
Gurugram
Summary
Senior support Engineer delivering L2/L3 support for enterprise SaaS platforms, production incidents, and IAM integrations. Resolves authentication, API, and SQL issues across SAML, SCIM, Okta, Microsoft Entra ID, and ADFS while supporting onboarding, tenant configuration, and release validation. Partners with Engineering, Product, and Cloud teams to restore service quickly and protect platform stability.
Overview
2
2
Certifications
6
6
years of professional experience
Work History
Support engineer
Eptura
04.2025 - Current
- Provide L2/L3 support for enterprise SaaS applications, ensuring high availability and prompt resolution of production incidents.
- Configure and troubleshoot IAM integrations using SAML, SCIM, Microsoft Entra ID, Okta, OneLogin, and ADFS.
- Investigate REST API integration issues, authentication failures, and HTTP errors (400, 401, 403, 404, 500).
- Manage incidents and escalations through Salesforce, ServiceNow, and Jira, consistently meeting SLA commitments.
- Collaborated with engineering, product, and cloud teams to resolve production issues, enhancing platform stability and user experience.
- Led customer onboarding, tenant configuration, and deployment validation, providing comprehensive go-live support to ensure successful transitions.
- Managed incidents and escalations through Salesforce, ServiceNow, and Jira, ensuring SLA commitments were consistently met.
- Identify product defects, document bugs, and support release validation and post-deployment monitoring.
Technical Support Engineer
Teleperformance
04.2022 - 01.2025
- Provided technical support for Adobe Creative Cloud applications on Windows and macOS, enhancing user experience and satisfaction.
- Diagnosed and resolved issues related to software installation, licensing, synchronization, and application performance.
- Supported customers in troubleshooting Adobe Illustrator, InDesign, and Creative Cloud software issues, ensuring timely resolutions.
- Consistently maintained high CSAT scores by efficiently resolving customer issues within established SLA guidelines.
- Coordinated with internal teams to escalate and resolve complex technical problems, improving overall support efficiency.
Academic Counselor
upGrad
10.2021 - 03.2022
- Counseled students on international study programs in five countries, enhancing their academic opportunities and global awareness.
- Managed communications with prospective students through phone, email, and CRM systems, fostering engagement and interest in programs.
- Maintained lead tracking and conversion data in Salesforce, ensuring accurate reporting and supporting data-driven decision-making.
Business Development Associate
BYJU'S
02.2021 - 10.2021
- Managed client acquisition and developed long-term relationships to drive retention.
- Generated new business opportunities through strategic use of digital channels.
- Supported sales planning and boosted customer engagement to enhance revenue growth.
Education
MBA -
J.S. University
Shikohabad, India 04.2001 -
Bachelor of Computer Applications(BCA) -
United Institute of Management
Prayagraj, India 04.2001 -
Skills
L2/L3 technical support
Product support
Incident management
Problem management
Change management
API troubleshooting
Customer onboarding
Tenant configuration
Go-live support
Release validation
Bug triage
Defect documentation
Escalation resolution
Escalation management
Stakeholder communication
Root cause analysis
SLA management
Production troubleshooting
Certification
- Adobe Certified Associate – Graphic Design & Illustration Using Adobe Illustrator
Timeline
Support engineer
Eptura
04.2025 - Current
Technical Support Engineer
Teleperformance
04.2022 - 01.2025
Academic Counselor
upGrad
10.2021 - 03.2022
Business Development Associate
BYJU'S
02.2021 - 10.2021
MBA -
J.S. University
04.2001 -
Bachelor of Computer Applications(BCA) -
United Institute of Management
04.2001 -