Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Personal Information
Website Portfolio Profiles
Websites
Timeline
Generic

SANJAYKANTH M

Chennai

Summary

Senior Dedicated Technical Support Engineer with expertise in Python and SQL, specializing in enterprise-level solutions that enhance customer satisfaction. Demonstrated proficiency in troubleshooting complex API integrations and leading cross-functional teams to achieve successful outcomes in high-pressure situations. Developed comprehensive documentation and streamlined processes, significantly reducing incident recurrence.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Senior Technical Support Engineer

Twilio
Bangalore
09.2022 - Current
  • Delivered enterprise-level support for AI-powered video, contact center, and messaging platforms, acting as a dedicated Support Engineer/TAM to design solutions aligned with business requirements, and troubleshoot complex integrations.
  • Assisted customers with SDK implementation (Python, JavaScript, Node.js, and Java) and resolved issues in authentication, version compatibility, and client/server application performance.
  • Troubleshot REST API services, including access token lifecycles, payload validation, rate limiting, webhooks, and scalability challenges, ensuring seamless integration.
  • Utilized SQL (SQL Server, Snowflake, MySQL, BigQuery), and Kibana (Elasticsearch) to analyze logs, identify patterns, trace message flows, and detect anomalies for root cause analysis.
  • Investigated issues on Linux-based systems using shell commands to inspect processes, validate services, and troubleshoot networking (TCP/UDP) across distributed environments.
  • Diagnosed and resolved authentication and authorization flows, such as OAuth 2.0 and JWT token lifecycles, ensuring secure API integrations.
  • Collaborated closely with Engineering, Product, Sales, and Account Executives on escalations, new feature rollouts, and customer success initiatives.
  • Built lab/staging environments to replicate customer issues and deliver detailed RCAs, reducing the recurrence of high-impact incidents.
  • Authored and maintained KB articles, runbooks, internal wikis, and FAQs, streamlining workflows, and enabling scalable knowledge sharing.

Senior System Engineer

Cognizant
Chennai
11.2020 - 07.2022
  • Participate in the technical interview process, evaluating candidates for TSE positions and ensuring high-quality team expansion.
  • Driven Daily Standup call and EOD call, Reviewed/updated the daily operations, Shared the updates to clients.
  • Directly responsible for providing timely reports and updates to the management team.
  • Managed the client's IT infrastructure under various competencies like Incident, Change, Problem, Reporting and Service Level Management using ITIL concept.
  • Ensured all Critical and Major Incidents are addressed within SLA response and sending out the Critical Alerts for such Incidents.
  • Incident Outage/Escalation handling.
  • Assisted customers with more difficult technical issues requiring a greater level of personalized care with timely resolution.
  • Coordinated with respective Support teams and Created Problem Record, Chasing towards closure.
  • Effective and rapid response to Major Incidents, also chair all Major incident meetings & technical Bridges further develop and maintain the incident management process.
  • Monitoring High SLA Incidents, New Starter Process request and the Service Desk queue.
  • Onboarded and trained all incoming junior tech support specialists.

Technical Support Specialist

Movate
Chennai
11.2020 - 12.2021
  • Providing technical support to customers and helping them resolve issues related to their Vonage VoIP services.
  • Troubleshooting and resolving technical issues related to Vonage's VoIP products and services, including voice and messaging APIs.
  • Collaborating with cross-functional teams, including engineering, product, and sales teams, to identify and resolve technical issues.
  • Developing and implementing strategies to prevent and mitigate technical issues, and improve overall customer satisfaction.
  • Communicating with customers and internal stakeholders via JIRA about technical issues and updates related to Vonage's products and services.
  • Maintaining accurate and detailed documentation of SOPs and runbooks related to customer interactions and technical issues.

AR Analyst

AGS Health
Chennai
05.2016 - 07.2017
  • Providing technical support to customers and helping them resolve issues related to their Vonage Voip services.
  • Troubleshooting and resolving technical issues related to Vonage's Voip products and services, including voice and messaging APIs.
  • Collaborating with cross-functional teams, including engineering, product, and sales teams, to identify and resolve technical issues.
  • Developing and implementing strategies to prevent and mitigate technical issues and improve overall customer satisfaction.
  • Communicating with customers and internal stakeholders via JIRA about technical issues and updates related to Vonage's products and services.
  • Maintaining accurate and detailed documentation of SOPs and Runbooks related to customer interactions and technical issues.
  • Ensuring timely and accurate billing and collections of outstanding accounts receivable.
  • Investigating and resolving payment discrepancies and denials related to insurance claims and patient accounts.
  • Identifying and addressing billing and coding errors to prevent claim denials and ensure compliance with regulatory requirements.
  • Analyzing data and metrics related to accounts receivable to identify patterns and trends and develop strategies for improving collections and reducing aging.
  • Participating in meetings and training sessions to stay up-to-date with the latest trends and developments in healthcare billing and collections.
  • Collaborating with other departments, including coding and clinical teams, to ensure accurate and timely billing and collections.
  • Providing excellent customer service to patients and insurance providers, answering inquiries and resolving issues in a timely and professional manner.

Education

Bachelor -

Ramakrishna Mission Vivekananda College
TN
01.2016

Skills

  • Python, JS, and Java SDK troubleshooting
  • Software Development Kit Implementation
  • Linux system troubleshooting
  • SQL and NoSQL databases
  • API and SDK integration
  • Logging and monitoring tools
  • Networking fundamentals
  • Project management tools
  • Technical documentation

Certification

  • Earner Twilio Track Jacket, A reward for building an application and the solution using the Zapier and Twilio products.
  • SQL Certificate, https://skillnation.in/certificateverification/7C93AC94DA7C93ACBC7-733D968A6C/

Accomplishments

  • Consistently achieved all KPI targets, maintaining an average TTS (Time to Solution) SLA, closing 15+ tickets/day, and delivering a high CSAT score of 4.2/5, reflecting strong technical resolution and customer satisfaction.
  • Collaborated with the engineering team and product support team to bring the internal AI automation tool like wise-owl (TwilioGPT) and customer self-service dashboard under the Twilio console.
  • Led the Zendesk Macro Optimization project and the Confluence WIKI reconstruction, resulting in improved team collaboration, faster issue resolution, and enhanced internal knowledge-sharing.
  • Developed a custom Twilio application, earning the exclusive Twilio Track jacket.

Personal Information

Website Portfolio Profiles

https://www.linkedin.com/in/sanjaykanth-m

Websites

Timeline

Senior Technical Support Engineer

Twilio
09.2022 - Current

Senior System Engineer

Cognizant
11.2020 - 07.2022

Technical Support Specialist

Movate
11.2020 - 12.2021

AR Analyst

AGS Health
05.2016 - 07.2017

Bachelor -

Ramakrishna Mission Vivekananda College

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