Splunk Enterprise & Cloud
Sagar Jethva
Sr. Technical Support Engineer
Gujrat
Summary
Professional with significant technical support background, equipped to excel in advanced troubleshooting and systems management. Skilled in diagnosing complex issues, implementing solutions, and ensuring seamless operations. Strong focus on team collaboration and adaptability, consistently driving results and enhancing system performance. Proficient in network configuration, software deployment, and customer service, bringing reliability and flexibility to any technical team.
Overview
3
3
Certificates
7
7
years of professional experience
Work History
Associate I(Senior Technical Support Engineer PTL)
PFSI Solution PVT.LTD (POSITKA)
11.2025 - Current
- Served as Platform Technical Lead (PTL), managing a team of five engineers, and overseeing the resolution of critical customer escalations, high-priority incidents, and aged cases.
- Delivered advanced technical support for Splunk Enterprise and Splunk Cloud environments, including data onboarding, cloud integrations, ITSI, and troubleshooting across multiple Splunk apps and add-ons.
- Resolved 400+ enterprise customer cases while consistently meeting SLA targets, and maintaining high levels of customer satisfaction.
- Mentored support engineers on complex troubleshooting scenarios, driving technical excellence, and improving overall team performance.
- Authored 30+ knowledge base articles, and facilitated the publication of 50+ additional articles, enhancing team productivity and case resolution efficiency.
- Earned 25+ positive CSAT recognitions from global customers through exceptional technical support and customer engagement.
Sr. Technical Support Engineer
Crest Data Systems
08.2023 - Current
- Earned Splunk Enterprise Admin, Power User, and User certifications, demonstrating expertise in Splunk Enterprise and Splunk Cloud administration.
- Designed, deployed, and supported Splunk Cloud environments, including migrations from on-premises Splunk Enterprise, data onboarding, HEC, forwarders, RBAC, and third-party integrations.
- Delivered L3 technical support for 350+ enterprise customer cases, troubleshooting complex Splunk platform, ingestion, search, and cloud integration issues, while meeting SLA targets.
- Implemented and supported Splunk integrations across AWS, Azure, GCP, Office 365, Salesforce, and database platforms, enabling secure and scalable observability solutions.
- Mentored support engineers, authored 20+ knowledge base articles, and contributed to improving operational efficiency and issue resolution processes.
- Earned 20+ positive CSAT recognitions by acting as a trusted technical advisor and delivering an exceptional customer experience.
Sr. Customer Success Engineer
Mindarray Systems Pvt. Ltd.
09.2021 - 10.2023
- Provided expert L3 technical support for enterprise customers, serving as the primary escalation point for critical infrastructure and application issues.
- Executed end-to-end implementation and deployment of monitoring, observability, and ITSM solutions, ensuring successful onboarding, and customer enablement.
- Managed Linux servers, databases, and network services, while performing troubleshooting, performance optimization, and health monitoring activities.
- Designed and configured monitoring for enterprise infrastructure using SNMP, Syslog, Traps, and cloud-native monitoring tools to improve operational visibility and incident response.
- Partnered with customers, project teams, and engineering teams to deliver technical solutions, conduct knowledge transfer sessions, and maintain high customer satisfaction.
System Administrator
24online Info Technologies Private Limited
12.2020 - 09.2021
- Managed Linux-based server environments, ensuring system availability, performance, security, and operational continuity for enterprise customers.
- Performed server administration tasks, including installation, configuration, patch management, troubleshooting, and service monitoring.
- Monitored system health, application performance, and infrastructure alerts, proactively identifying and resolving issues to minimize downtime.
- Administered SQL databases, and performed maintenance, performance analysis, and troubleshooting to support critical business applications.
- Led deployment, testing, and operational support activities while collaborating with customers and internal teams to ensure successful service delivery.
System Administrator
Gtpl Hathway PVT LTD
05.2019 - 12.2020
- Monitored network, server, and application health using Zabbix monitoring tools, ensuring high availability and proactive issue detection.
- Managed and responded to critical alerts and incidents, performing initial troubleshooting, and coordinating with relevant teams for resolution.
- Tracked network performance, connectivity, and service availability, escalating issues to ISPs and vendors to minimize downtime.
- Prepared operational reports and analyzed monitoring data using tools such as Excel and SQL to support incident management and service improvements.
Education
Bachelor of Engineering - Electronics And Communications Engineering
04.2001 -
- CGPA : 7.85
Diploma - Electronics And Communications Engineering
04.2001 -
- CGPA :- 7.20
Skills
Splunk Admin
AWS Solution architect associate
Splunk Power User
Linux
Networking
Observability
Customer support
Accomplishments
- Honored with the CAP (Crest achievement program) award by crest data system for my outstanding performance.
- Honored with the award by Motadata for my outstanding performance.
Software
NMS(Network monitoring system)
ServiceOps
ITSI
Certification
Splunk Admin
Timeline
Associate I(Senior Technical Support Engineer PTL) - PFSI Solution PVT.LTD (POSITKA)
11.2025 - Current
Splunk Admin
06-2025
Splunk Power User
12-2024
AWS Certificate Solution Architect - Associate
10-2023
Sr. Technical Support Engineer - Crest Data Systems
08.2023 - Current
Sr. Customer Success Engineer - Mindarray Systems Pvt. Ltd.
09.2021 - 10.2023
System Administrator - 24online Info Technologies Private Limited
12.2020 - 09.2021
System Administrator - Gtpl Hathway PVT LTD
05.2019 - 12.2020
SAL Institute of Technology & Engineering Research - Bachelor of Engineering, Electronics And Communications Engineering
04.2001 -
LJ Polytechnic - Diploma, Electronics And Communications Engineering
04.2001 -
ADDITIONAL SKILLS
- Reliable technical professional with hands-on experience in Linux environments (Ubuntu,CentOS, RHEL), supporting enterprise applications
and network management solutions.
● Practical knowledge and working experience with AWS services including EC2, Auto Scaling Groups (ASG), S3, CloudWatch, Load Balancers, Security Groups, and IAM.
● Proficient in providing customer-facing support through tools like JIRA , including direct email and call-based troubleshooting.
● Strong background in application and database server performance monitoring , availability management , and network monitoring using
solutions like Splunk and NMS .
● Implementation, administration, and maintenance of ITSM products & Networking product like NMS & ServiceOps , ensuring streamlined service management processes.
● Hands-on experience working with SQL databases (MySQL, PostgreSQL, ClickHouse, H2 DB) for data analysis, reporting, and application support.
● Familiar with API integrations to enhance product
interoperability and automation.
● Solid understanding of networking concepts , supporting bandwidth management solutions like 24online AAA as an additional skillset.