Summary
Overview
Work History
Education
Skills
Certification
Timeline
Hi, I’m

Latha Priya

Senior Technical Support Engineer

Summary

Experienced Technical/Product/Customer Support Engineer familiar with user support and root cause analysis. Advanced knowledge of Technical and customer operations and dedication to see issues through to end. Works well in remote and desk-side environments.

Overview

7
years of professional experience
4
years of post-secondary education
3
Certifications
2
Languages

Work History

Tech Mahindra

API Support Engineer
01.2023 - Current

Job overview

  • Customer Support: Responding to API-related queries and issues from customers, both internal and external, through various channels like emails, tickets, forums, or live chat. Ensuring timely and effective resolution of problems to maintain high levels of customer satisfaction.
  • Troubleshooting: Investigating and diagnosing reported API issues, analyzing log files, error messages, and other relevant data to identify the root cause of problems. Collaborating with developers and other teams to resolve issues.
  • Technical Assistance: Providing guidance and technical support to developers who are integrating and using the API. Assisting them in understanding API documentation, usage best practices, and resolving any implementation challenges they encounter.
  • Bug Reporting and Tracking: Documenting and tracking reported issues using issue tracking systems. Ensuring all relevant information is accurately recorded, and the status of issues is updated throughout the resolution process.
  • API Documentation: Collaborating with the documentation team to improve and update API documentation, including FAQs, code samples, and troubleshooting guides, to make it more user-friendly and comprehensive.
  • Testing and Validation: Assisting in API testing, including unit testing, integration testing, and validation of API functionality and performance to ensure a reliable and stable service.
  • Feedback and Improvement: Collecting feedback from customers and internal stakeholders on API usability and functionality. Identifying patterns in feedback to suggest improvements and enhancements to the API and related tools.
  • Collaboration with Development Team: Liaising with the development team to communicate critical issues, share customer feedback, and prioritize bug fixes and feature requests.
  • Security and Compliance: Ensuring API security measures are in place and monitoring for potential security vulnerabilities or data breaches. Adhering to relevant industry standards and compliance requirements.
  • Monitoring and Alerting: Setting up monitoring systems to proactively identify any performance or availability issues with the API. Responding promptly to alerts and incidents to minimize downtime.
  • Knowledge Sharing: Maintaining an internal knowledge base to share solutions to common issues and lessons learned with other team members and stakeholders.
  • Training and Workshops: Conducting training sessions and workshops for internal teams and external customers to enhance their understanding and usage of the API effectively.


Khoros R&D India pvt ltd
Bangalore

Associate Technical Engineer
02.2020 - 09.2022

Job overview

  • Resolving product and outage issues for Khoros customers
  • Escalating problems to the correct teams where appropriate
  • Identifying additions and improvements needed in product documentation
  • Engaging in training opportunities on products and key technical areas
  • Helping drive the global knowledge around supporting the product and become the single source of product related escalations within customer support for the region
  • Handled a team of 10-13 new joiners on the product training and sent the weekly report to the Manager
  • Monitoring their performance and managing their schedules and task type
  • Contributing to a detailed and comprehensive knowledge base that clients and internal consumers can use to solve their own challenges..
  • Sustain 97%+ customer satisfaction rating by providing phenomenal, personalized support.Elevated the “typical” support analyst role to a complex technical software opportunity.

Cognizant Technology Solutions
Bangalore

Senior Process
09.2018 - 01.2020

Job overview

  • To manage all business processes of an organization and to take care of the company's objectives and expansion initiatives
  • To ensure all queries are addressed, and that client relationships are maintained and also make sure quality products are delivered on time and to communicate with internal and external customers to resolve issues, questions and concerns swiftly
  • Analyze and process the tasks accurately & delivered on time.

Hewlett Packard
Bangalore

Technical Support Representative
07.2016 - 07.2018

Job overview

  • Managed a high volume of inbound and outbound customer phone calls, emails, chats, and orders
  • Troubleshooted and fix Hardware/ Networking/OS related queries over the phone
  • Provided solutions to customers that may involve selling the customer a product or service to fix the product via remote connection

Education

Vemana Institute of Technology

B.E from Information Science Engineering
09.2012 - 05.2016

Skills

Htmlundefined

Certification

Project Management- Great Learning

Timeline

API Support Engineer

Tech Mahindra
01.2023 - Current

Associate Technical Engineer

Khoros R&D India pvt ltd
02.2020 - 09.2022

Senior Process

Cognizant Technology Solutions
09.2018 - 01.2020

Technical Support Representative

Hewlett Packard
07.2016 - 07.2018

Vemana Institute of Technology

B.E from Information Science Engineering
09.2012 - 05.2016

Similar Profiles

CREATE PROFILE
Latha PriyaSenior Technical Support Engineer