ANIRBAN SARKAR
Bangalore
Summary
Cloud Support Engineer with 3+ years of experience providing L2/L3 customer-facing technical support for SaaS platforms hosted on AWS and Azure. Proven expertise in troubleshooting cloud applications, REST APIs, networking issues, Linux systems, and customer configurations via email and chat support channels. Strong diagnostic, communication, and problem-solving skills with a passion for delivering excellent customer experience. Adept at collaborating with cross-functional teams, identifying product gaps, and recommending scalable solutions.
Overview
5
5
years of professional experience
Work History
SIEM Support Engineer (Cloud SaaS)
Securonix
01.2024 - Current
- Provide L2 cloud support for enterprise and SMB customers using a SaaS-based SIEM platform hosted on AWS.
- Resolve customer configuration issues and respond to technical queries via email and chat, adhering to SLAs and support standards.
- Troubleshoot cloud integrations, REST API connections, log ingestion pipelines, and data flow issues across AWS, Azure, and GCP.
- Perform Linux-based diagnostics (services, permissions, network ports, syslog configurations).
- Conduct root cause analysis for platform issues and workarounds for known product bugs.
- Collaborate with engineering and product teams to identify gaps, suggest improvements, and drive issue resolution.
- Maintain high customer satisfaction by ensuring reliable, secure, and scalable cloud operations.
- Key Achievements
- Reduced customer-impacting incidents by proactively identifying ingestion and API issues.
- Improved resolution times by creating internal SOPs and KB documentation.
Information Security Analyst / Cloud Support Instructor
ISOAH Data Securities
11.2022 - 01.2024
- Supported and maintained AWS and Azure-based virtual lab environments used by 200+ customers and learners.
- Delivered hands-on guidance on Linux, networking, cloud fundamentals, and troubleshooting.
- Managed Linux servers including user access, SSH hardening, cron jobs, and system monitoring.
- Assisted customers with cloud connectivity, networking issues, and environment configuration.
- Acted as a technical point of contact, ensuring smooth customer onboarding and support experience.
Linux & Cloud Consultant (Freelance)
01.2018 - 01.2022
- Deployed, configured, and supported cloud-hosted web applications on AWS and Azure.
- Troubleshot application, network, and server issues for small and medium-sized businesses.
- Automated routine tasks using Bash scripting, improving operational efficiency by 30%.
- Provided customer-facing technical support, cloud optimization, and cost-reduction recommendations.
Education
Master of Computer Applications - Master of Computer Applications
Heritage Institute of Technology
Kolkata03-2021
Skills
- AWS (EC2, S3, IAM, VPC, CloudWatch)
- Cloud troubleshooting
- API integration
- Linux diagnostics
- Log analysis
- Customer support
- Technical documentation
- Problem solving
- Network troubleshooting
- Troubleshooting and Diagnostics
- Microsoft Azure (VMs, Storage, Azure Monitor)
- SaaS Application Support & Cloud Operations
- REST APIs
- HTTP/HTTPS
- API troubleshooting using Postman
- JSON payloads
- API endpoints
- Integrations
- TCP/IP
- DNS
- DHCP
- NAT
- LAN
- WAN
- OSI Model
- Routing concepts: BGP, OSPF, EIGRP
- Packet analysis: Wireshark
- Tcpdump
- SNMP
- MIB fundamentals
- Linux (Ubuntu, CentOS)
- Bash scripting
- Python (basic)
- Jira
- Confluence
- Git
- Grafana
- SQL (basic querying & troubleshooting)
- OAuth 20
- SSL/TLS
- SSO
- SAML
- Identity Providers (IdPs)
- Email & Chat-based customer support
- Incident management (L1/L2)
- Root Cause Analysis (RCA)
- Knowledge Base (KB) & SOP documentation
- Cross-team collaboration & escalation handling
Websites
Certification
- Unified Defence SIEM (UDS) SaaS Admin - Securonix
- Unified Defence SIEM (UDS) Cyber Defence Analyst - Securonix
- AWS Certified Solutions Architect - Associate (Expected: 02/01/24)
- Microsoft Azure Fundamentals (Planned)
Projects
Cloud Infrastructure Deployment (AWS), Designed and deployed a secure multi-tier application using EC2, S3, IAM, and VPC., Implemented best practices for networking, security groups, NACLs, and access control. SIEM Log Ingestion & Monitoring Automation, Integrated AWS CloudTrail and Azure Activity Logs into a SaaS SIEM platform., Automated connector health checks and alerting, reducing incident response time by 20%., Troubleshot API and cloud connector failures using logs and REST diagnostics.
Personal Information
Title: Cloud Support Engineer | SaaS & Cloud Operations
Core Technical Skills
AWS (EC2, S3, IAM, VPC, CloudWatch), Microsoft Azure (VMs, Storage, Azure Monitor), SaaS Application Support & Cloud Operations, REST APIs, HTTP/HTTPS, API troubleshooting using Postman, JSON payloads, API endpoints, integrations, TCP/IP, DNS, DHCP, NAT, LAN, WAN, OSI Model, Routing concepts: BGP, OSPF, EIGRP, Packet analysis: Wireshark, tcpdump, SNMP, MIB fundamentals, Linux (Ubuntu, CentOS), Bash scripting, Python (basic), Jira, Confluence, Git, Grafana, SQL (basic querying & troubleshooting), OAuth 2.0, SSL/TLS, SSO, SAML, Identity Providers (IdPs), Email & Chat-based customer support, Incident management (L1/L2), Root Cause Analysis (RCA), Knowledge Base (KB) & SOP documentation, Cross-team collaboration & escalation handling
Timeline
SIEM Support Engineer (Cloud SaaS)
Securonix
01.2024 - Current
Information Security Analyst / Cloud Support Instructor
ISOAH Data Securities
11.2022 - 01.2024
Linux & Cloud Consultant (Freelance)
01.2018 - 01.2022
Master of Computer Applications - Master of Computer Applications
Heritage Institute of Technology