Summary
Overview
Work History
Education
Skills
Timeline
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Jebason J

Tirunelveli

Summary

Technical Support Analyst with expertise in email delivery systems, REST API integrations, and MQTT protocol for IoT and cloud-based solutions. Skilled in Linux & Windows Server Administration, ensuring robust infrastructure performance. Experienced in cloud computing and database management, optimizing scalability and efficiency. Strong focus on customer satisfaction, resolving complex technical issues with precision. Proficient in AI prompt engineering and JSON for automation and data interchange. Adept at troubleshooting, system optimization, and delivering seamless technical support.

Overview

7
7
years of professional experience

Work History

TSE II (Sendgrid)

Twilio
08.2022 - Current
  • Customer Support: Provided responsive and effective support via email, chat, or phone to resolve customer inquiries and issues.
  • Troubleshooting: Diagnosed and troubleshooted technical issues including email delivery failures, API errors, and configuration issues.
  • Guidance & Education: Assisted customers in navigating SendGrid's platform, features, and best practices for effective email marketing and communication.
  • Documentation: Contributed to the development and maintenance of help articles, FAQs, and user guides for common issues.
  • Product Knowledge: Stayed updated on SendGrid's features and improvements; communicated relevant updates to customers.
  • Collaboration: Worked with cross-functional teams to resolve complex issues; escalated cases when necessary.

Technical Support Engineer

Atkins
02.2021 - 08.2022
  • Workflow Support: Supported all workflows in the SNC Lavalin Infrastructure sector.
  • Testing & Reporting: Tested new workflows; reported errors to Business Analyst team; collaborated on fixes.
  • Documentation: Documented all support interactions for future reference and addition to knowledge base.
  • AgilePoint Nx: Debugged workflows using Agile Point Nx.
  • SQL Server: Fixed workflow issues using SQL Server.

Senior Technical Support Analyst

Bevywise Networks
12.2017 - 02.2021
  • Customer Queries: Resolved customer technical queries related to MQTT protocol, IoT platform, MQTT message broker, and IoT Simulator.
  • Product Demos: Provided full product demos worldwide.
  • Customer Engagement: Engaged end-users via email, phone calls, website live chat, and forums.
  • Follow-Up: Ensured optimal customer satisfaction post-support engagement.
  • Script Development: Developed monitoring scripts in Shell (Linux), Batch (Windows), and Python for IoT products; generated alerts for application downtime.
  • Analytics Integration: Integrated IoT products with Kibana, Tableau, and Grafana for data analytics.
  • Cloud Hosting: Hosted IoT products on cloud instances like Azure, AWS, GCP, Alibaba.
  • Web Server Management: Managed web servers such as Apache and Nginx for port forwarding from HTTP to HTTPS and domain mapping.

Education

Bachelor of Engineering - Electronics and Communication

Maharaja Prithvi Engineering College
07.2016

Skills

    Protocols & APIs:

  • MQTT (IoT Communication) REST API (Integration & Troubleshooting)

    • Operating Systems & Servers:

  • Linux (Debian, CentOS) Windows Server Administration
  • Web Servers: Apache, Nginx

    • Virtualization & Cloud:

  • Virtualization: Oracle VirtualBox, VMware, Hyper-V
  • Cloud Platforms: AWS (EC2, IoT Core, RDS, S3) Azure (IoT Hub, Virtual Machines)

    Scripting & Automation:

  • Shell Scripting (Bash) Batch Scripting Python

    • Databases & Analytics:

  • Database Administration: MySQL, Snowflake
  • Analytics & Monitoring: Grafana, Kibana, Tableau

    • Specialized Skills:

  • Technical Troubleshooting (Hardware/OS) AI Prompt Engineering

Timeline

TSE II (Sendgrid)

Twilio
08.2022 - Current

Technical Support Engineer

Atkins
02.2021 - 08.2022

Senior Technical Support Analyst

Bevywise Networks
12.2017 - 02.2021

Bachelor of Engineering - Electronics and Communication

Maharaja Prithvi Engineering College

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