Shah A Hannan
Technical Product Support Engineer
Summary
Customer-Centric Technical Professional with a proven track record in managing strategic accounts, resolving complex technical issues, and driving product adoption.
Skilled in bridging the gap between customers and engineering teams, ensuring seamless implementations, proactive support, and long-term success.
Adept at translating technical insights into business value while maintaining a high standard of service excellence and relationship management.
Overview
3
3
years of professional experience
17
17
Certifications
5
5
Languages
Work History
Product Support Engineer
Sprinto
05.2024 - Current
- Conducted detailed root cause analyses of recurring technical issues; implemented preventive measures that significantly reduced incident recurrence and enhanced overall system reliability.
- Spearheaded the configuration and deployment of Freshdesk support workflows , automating manual processes and streamlining ticket triage, resulting in improved CSAT and reduced resolution times.
- Promoted a customer-centric, support-driven culture , aligning support practices with business goals and reinforcing the importance of proactive engagement and timely resolution.
- Revamped support operations using process automation and knowledge management strategies , boosting efficiency and reducing average handling time for compliance-related queries.
- Handled integration and compliance-related challenges across a wide range of platforms, including HRMS systems (HiBob, BambooHR, Keka, greytHR), Change Management tools (GitLab, GitHub), and Cloud Infrastructure Providers (AWS, GCP, Azure). Ensured alignment with audit requirements and worked hands-on with each system to meet control objectives for industry-standard compliance frameworks such as SOC 2 Type II and ISO 27001:2022
- Collaborated closely with cross-functional teams (Product, Engineering, Security) to investigate and resolve complex issues related to GRC integrations, cloud tools, and network behavior logs .
- Facilitated technical enablement by leading internal knowledge-sharing sessions and onboarding workshops , accelerating ramp-up time for new support engineers.
- Partnered with product teams to provide actionable insights based on customer feedback, contributing directly to compliance feature enhancements and roadmap planning.
- Drafted engineering change requests (ECRs) , raised component requests, and authored technical documentation, such as test procedures and integration validation guides , to support compliance tool upgrades.
- Implemented structured incident response and escalation workflows that reduced time to resolution for customer-critical issues, particularly those involving API errors and third-party integrations .
- Acted as a Technical Account Manager (TAM) / Customer Success Manager (CSM) for SMB clients, assisting with cloud tool integrations (e.g., Azure AD, Okta, Intune) and implementation as an ad hoc initiative alongside core support responsibilities.
Product Support Consultant
Zenoti
05.2022 - 05.2024
- Experienced in Agile methodology with expertise in CRM/ERP systems.
- Experience of direct, hands-on management of a team of specialists in a technical support field.
- Experienced in working with SaaS business models and products.
- Expert in Jira Administration and Intercom/Service Desk Management.
- Following a structured and prioritized approach to problem detection, analysis, resolution, and proactive prevention.
- Handling Key Accounts for North America region, scheduling management and handling escalations for owned Key accounts.
- Experienced in solving inbound/outbound conversation tickets raised with an average of 80 tickets/week maintaining the SLA's.
- Collaborating with clients to understand their business requirements and objectives, providing expert guidance on resolving each of them.
- Excellent analytical skills, problem solving and logical thinking.
- Excellent communication and presentation skills with the ability to interact confidently with clients.
- Day to Day usable tools include Zoho (for screenshare), Microsoft Teams, Outlook, Excel, JIRA, AWS Quicksight, API queries, SQL queries for backend data check.
Project Engineer
Wipro
03.2022 - 05.2022
- Skill set learned include J2EE, MySQL, HTML, CSS, JAVA, Bootstrap.
- Understood workflow of various projects and their use-cases.
- Worked and created a Project using JAVA/J2EE for Wipro's confidential project.
- Provided technical expertise throughout all phases of the project, ensuring accurate execution of designs and specifications.
- Maintained records for each project and engineering discipline.
Education
Bachelor of Engineering - CSE
Model Institute Of Engineering And Technology
Jammu, Jammu & Kashmir 08.2018 - 03.2022
Senior Secondary (XII) - Non-Medical
Luthra Higher Secondary School
Jammu, Jammu & Kashmir 03.2017 - 03.2018
Secondary (X) - Non-Medical
St.Josephs Higher Secondary School
Baramulla, Jammu & Kashmir 03.2015 - 03.2016
Skills
Problem-Solving
Technical Support
Technical Troubleshooting
APIs & Payload
Cross-Functional Team leadership
Ownership
Key Account Management
AWS ; Azure ; GCP
GRC; Compliance ; Automation
Networking ; DNS
Zendesk / Intercom
Public Speaking
Team Management
Team Leadership
Customer service
Friendly, positive attitude
Teamwork and collaboration
Accomplishments
AWS Certified Cloud Practitioner
AWS Certified Solutions Architect
ISO/IEC 27001:2022 Lead Auditor
CCSP (In Progress)
Certification
Certificate Of Completion of C Language Training by Spoken Tutorials, IIT Bombay.
Interests
Football, Music, Cooking, Helping my Mom
Extra-curricular activities
- Won 'NO FEAR' certification in survival boot camp held by MIET JAMMU.
- Organized and participated in the event of 'Picture Perception' in MIET JAMMU.
- Completed the Basics in Mental Arithmetic- Senior A Whole Brain Development by ALOHA.
- Participated in 5th ALOHA State Level- Abacus & Mental Arithmetic Competition held at SKICC Srinagar.
- Winner of Inter-School Football Tournament, District Baramulla, Jammu and Kashmir.
- Winner of Inter-Section football Tournament, held at St.Josephs Higher Secondary. School Baramulla, Jammu and Kashmir.
- Participated in NCC directorate Jammu and Kashmir, Unit 1st Jammu and Kashmir BN NCC in International Day of Yoga.
- Participated in 13th Annual All J&K State Level School Talent Search Exam Program.
- Participated in 15th Annual All J&K State Level School Talent Search Exam Program.
- Participated in SUMMER CAMP & TREKKING held by St. Joseph's Higher Secondary School.
Timeline
Product Support Engineer
Sprinto
05.2024 - Current
Product Support Consultant
Zenoti
05.2022 - 05.2024
Project Engineer
Wipro
03.2022 - 05.2022
Bachelor of Engineering - CSE
Model Institute Of Engineering And Technology
08.2018 - 03.2022
Senior Secondary (XII) - Non-Medical
Luthra Higher Secondary School
03.2017 - 03.2018
Secondary (X) - Non-Medical
St.Josephs Higher Secondary School
03.2015 - 03.2016