Summary
Overview
Work History
Education
Skills
Summary
Timeline
Generic

Shailesh Sanil

Pune

Summary

PROJECTS KEY ACHIEVEMENTS

Customer Support Confluence Knowledgebase

  • Created a comprehensive runbook for the L1 and L2 support teams.
  • Documented debugging steps for multiple platform streams.
  • Led Multiple Onboarding Projects: Worked with managers in Cybage to onboard new customer projects by gathering requirements, aligning resources, and ensuring smooth transitions.
  • Mentorship & Productivity: Mentored L1 members at Clari and L2 members at Cybage, contributing to improved team productivity and customer satisfaction scores.

Overview

13
13
years of professional experience

Work History

Sr. Technical Support Engineer L2

Mindtickle
Pune
10.2022 - Current
  • Assist the Level 1 team with troubleshooting technical and functional issues reported by Mindtickle customers.
  • Create bugs and report them to the engineering team with a detailed analysis.
  • Follow up with the engineering team on open issues and share updates with customers.
  • Participate in internal bug bash events to identify product vulnerabilities.
  • Collaborate with product managers to suggest enhancements and discuss challenges.
  • Create product documentation based on updates and new releases.

Sr. Technical Support Engineer| L2

Clari
Bangalore
09.2021 - 09.2022
  • Developed learning content to upskill the Level 1 team and conducted trainings.
  • Assisted the Level 1 team with technical and functional issue resolution.
  • Optimized SQL queries to improve performance by 25%.
  • Acted as a Subject Matter Expert (SME) for a product area and worked cross-functionally to maintain support readiness.

Senior Technical Support Engineer | L3

Cybage Software
Pune
08.2013 - 09.2021
  • Monitored over 2,000 servers across multiple domains using SCOM.
  • Reported critical issues during US night hours and coordinated with on-call engineers.
  • Conducted weekly scheduled server reboots and deployed Microsoft management packs.
  • Resolved stuck BizTalk instances using SQL queries and file share analysis.
  • Reviewed SQL job failure reports to track and address critical issues.

Technical Support Executive

Mphasis - an HP company
Pune
06.2012 - 07.2013
  • Provided technical support for clients via phone and email.
  • Resolved basic hardware/software issues and documented resolutions.
  • Ensured timely escalation and closure of unresolved technical problems.

Education

Bachelor of Commerce -

University of Pune
Pune
06-2012

Skills

  • SQL and NoSQL databases
  • HTML and JSON
  • Jira project management
  • Postman API testing
  • Windows and Linux operating systems
  • Python

Summary

SUMMARY

Results-driven professional with 13+ years of experience across L1 to L3 technical support, customer success, and project onboarding. Currently working as an L2 Support Engineer at Mindtickle, with a proven track record of resolving complex issues, collaborating cross-functionally, and enabling customer success. Adept at translating business needs into technical solutions, driving product adoption, and ensuring seamless customer onboarding and engagement.

Timeline

Sr. Technical Support Engineer L2

Mindtickle
10.2022 - Current

Sr. Technical Support Engineer| L2

Clari
09.2021 - 09.2022

Senior Technical Support Engineer | L3

Cybage Software
08.2013 - 09.2021

Technical Support Executive

Mphasis - an HP company
06.2012 - 07.2013

Bachelor of Commerce -

University of Pune

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Shailesh Sanil