Chithra S
Bangalore
Summary
Results-driven Technical Support Specialist with Amazon Web Services, adept in SQL and log analysis. Achieved over 95% customer satisfaction while optimizing backend performance and enhancing team knowledge through documentation. Strong communicator with expertise in REST API troubleshooting and network management, consistently delivering exceptional support and training new team members.
Overview
6
6
years of professional experience
Work History
Technical Support Specialist
Amazon Web Services
Bangalore
07.2022 - 07.2025
- Delivered chat/email/phone support for SaaS apps to a large end-user base, consistently resolving cases within SLA
- Owned technical troubleshooting from initial diagnosis to resolution, escalating as needed per SOP.
- Authored and updated knowledge base articles for recurring issues, supporting team-wide learning and Used SQL to investigate and remediate data-related incidents; helped optimize backend performance
- Employed Splunk, HAR files, and browser dev tools to analyze logs and diagnose front-end/frontline failure.
- Supported API integrations and led customer walkthroughs for REST call troubleshooting
- Collaborated with engineering/product teams to resolve escalated network (DNS, SSL, Proxy) and mail flow issues.
- Achieved 95%+ customer satisfaction scores across 1000+ support cases.
- Provided Tier 1 and Tier 2 support for web-based productivity platforms, handling up to 30 cases/day, utilized SQL and Linux CLI for backend troubleshooting; improved ticket resolution time by 30%
- Investigated, documented, and resolved authentication issues (OAuth/SSO) and mail protocol failure
- Analyzed Java stack traces and worked with dev teams to isolate and remediate exceptions
- Wrote and maintained reusable technical documentation for internal/external stakeholders.
Senior Customer Support Associate
24*7 Intouch
03.2019 - 06.2022
- Support and interact with the customer regarding gaming queries via chat, Email and voice process 70% of voice.
- I was the senior of the team and trained more than 5 new hires.
- I was the POC for the process and I have took part in the client interaction and team meetings.
Education
Bachelor of Engineering - information Science
Sri Siddhartha institute of technology
01.2016
Skills
- SQL and log analysis
- Splunk and HAR files
- Browser developer tools
- REST API troubleshooting
- Integration and diagnostics
- Network management
- DNS and DHCP configuration
- SSL and proxy setup
- Firewall management
- Basic command proficiency
- Customer orientation
- Effective communication skills
- Case prioritization strategies
- Technical documentation creation
- Knowledge base development
- Linux environment expertise
- Mail protocol management
- SMTP, POP, and IMAP knowledge
- Cloud technologies including AWS
- Stack trace analysis techniques
- Java application support
Disclaimer
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Timeline
Technical Support Specialist
Amazon Web Services
07.2022 - 07.2025
Senior Customer Support Associate
24*7 Intouch
03.2019 - 06.2022
Bachelor of Engineering - information Science
Sri Siddhartha institute of technology
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