Sahil Chavan
Technical Support Engineer
Pune,MH
Summary
Accomplished Technical Support Engineer with 6 years of experience in enterprise support, technical consulting, and B2B operations . Expertise in high severity incident management (15-30 min SLA) while supporting large enterprise customers with high SLO/SLA requirements. Skilled in Zendesk, JIRA, Slack, and Flex, managing high-volume tickets, calls, chats, and emails. Known for strong problem-solving, mentoring, and customer-handling skills in high-pressure environments.
Overview
5
5
years of professional experience
1
1
Certification
3
3
Languages
Work History
Technical Support Engineer - III
Twilio
10.2023 - Current
- Provide Technical support for SMS, MMS, WhatsApp, A2P 10DLC, Toll-Free Numbers, and APIs, troubleshooting connectivity, configuration, delivery issues, routing, filtering, rate limiting (MPS), encoding, and opt-outs.
- Diagnose and resolve webhook configurations, integrations, and production samples while assisting with WhatsApp onboarding, WABA (META) association, BYON, and template approvals.
- Manage A2P 10DLC brand registration, campaign setup, and number association.
- Handle escalations via JIRA and collaborate with cross-functional teams through Zendesk, JIRA, Slack, Zoom, Flex (Chat), and Calls.
TCSA - L3
Amazon Web Service
04.2021 - 10.2023
- Company Overview: Bangalore
- Assisted AWS Enterprise and Developer customers with business onboarding, account setup, IAM, and Organizations, providing prompt support via Email, Calls, and Chat.
- Delivered Technical guidance and troubleshooting for EC2 (capacity, reboot, ports), S3, RDS (capacity management), and Reserved Instances to ensure optimal platform performance.
- Collaborated with AWS service teams through SIM Ticketing and TT Kiosk for issue resolution.
- Identified areas for improvement and created Problem Feature Requests (PFR) in Salesforce.
- Bangalore
Technical Customer Service Representative (Amazon Devices)
Amazon Development Center
11.2019 - 04.2021
- Company Overview: Pune
- Resolved customer concerns for Echo, FireTV, Kindle, and Prime services.
- Analysed customer issues to develop solutions and ensure high-quality service.
- Handled Primary, Registry, Amazon Fresh, Whole Foods, and Prime Now support.
- Pune
Education
Bachelor of Engineering (B.E.) - Mechanical Engineering
Savitribai Phule Pune University
Higher Secondary Certificate (HSC) - undefined
D.P. Mehta Junior College
Secondary School Certificate (SSC) - undefined
V.P.S High School
Skills
Technical consulting
undefinedCertification
AWS Certified Cloud Practitioner, 04/01/23, 04/01/26, R3M0SWX1WEQ4185R
Personal Information
- Father's Name: Raju Bapu Chavan
- Date of Birth: 03/24/95
- Gender: Male
Timeline
Technical Support Engineer - III
Twilio
10.2023 - Current
TCSA - L3
Amazon Web Service
04.2021 - 10.2023
Technical Customer Service Representative (Amazon Devices)
Amazon Development Center
11.2019 - 04.2021
Bachelor of Engineering (B.E.) - Mechanical Engineering
Savitribai Phule Pune University
Higher Secondary Certificate (HSC) - undefined
D.P. Mehta Junior College
Secondary School Certificate (SSC) - undefined
V.P.S High School
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