Nischitha Sanchi
Technical Support Engineer
Chennai
Summary
Bringing positive attitude and strong problem-solving abilities. Knowledge of troubleshooting techniques and customer service skills, including proficiency in technical diagnostics and software support. Dedicated to resolving issues efficiently and ensuring customer satisfaction.
Overview
1
1
year of professional experience
3
3
Languages
Work History
Technical Support Specialist
Sutherland Global Services
07.2024 - 08.2025
- Collaborated cross-functionally with Product, Engineering, Customer Success, and third-party vendors to troubleshoot complex customer issues, leveraging knowledge of the modern data stack (ETL, storage, BI), and adhering to internal escalation procedures.
- Delivered operational support and handled 20+ incidents and service requests per day across client queries, applications, and system configurations, ensuring prompt resolution aligned with SLAs.
- Proactively monitored ticket queues, prioritized issues based on urgency and impact, and ensured timely resolution while maintaining high service reliability.
- Performed root cause analysis (RCA) to identify and prevent recurring issues, contributing to the continuous improvement of product quality and support workflows.
- Accurately captured user environments, used tools like Python and SQL for diagnostics, and implemented effective resolutions, improving turnaround time and customer satisfaction.
- Authored and maintained technical documentation and knowledge base articles to streamline troubleshooting processes and support faster onboarding.
- Applied ITIL best practices for incident and problem management, ensuring structured, consistent, and efficient handling of technical issues.
- Provided expert troubleshooting for complex issues involving connectivity, streaming devices, and user configurations, enhancing the overall client experience.
- Mentored junior team members, improving their technical skills and communication, contributing to overall team efficiency and effectiveness.
Education
Bachelor of Engineering (B.E.) - Computer Science And Engineering
Saveetha Engineering College
Chennai, Tamil Nadu06.2023
High School Diploma -
Sri Chaitanya College
Nellore, Andhra Pradesh 04.2001 -
Skills
SQL Database, Python
Incident & Problem Management
Root Cause Analysis
Technical Documentation & Knowledge Base Management
Customer Support & Remote support
Ticket management
Technical troubleshooting
Cross-Functional Collaboration
Stakeholder Communication
Escalation Handling
Problem Solving
Curiosity,Continuous Learning
Interests
Gardening, Designing
Courses
Full stack development course, GUVI technology
Project (Ecommerce website)
- Developed a responsive eCommerce platform using React.js, Node.js, MongoDB, and JavaScript , enabling users to buy, sell, and search for products easily.
- Integrated secure payment options including PayPal and debit cards , along with features like order tracking and product reviews to enhance user experience.
- Demonstrated strong skills in building user-friendly , scalable , and secure web applications optimized for performance across all devices.
Timeline
Technical Support Specialist
Sutherland Global Services
07.2024 - 08.2025
High School Diploma -
Sri Chaitanya College
04.2001 -
Bachelor of Engineering (B.E.) - Computer Science And Engineering
Saveetha Engineering College