Open To Work
SHAIRAM S
Chennai
Summary
Detail-oriented Technical Support Engineer (L2) with 8 years in SaaS environments, specializing in troubleshooting production issues and debugging integrations. Skilled in identity security technologies such as PAM, EPM, SSO, and MFA, with a strong ability to analyze logs and system behavior to identify root causes. Currently enhancing support efficiency through Python-based automation.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Support Engineer (L2)
Securden Inc.,
Chennai
01.2022 - Current
- Diagnosed and resolved SaaS production issues across enterprise environments involving PAM, EPM, and password vault systems.
- Owned end-to-end incident lifecycle from detection to resolution, ensuring high reliability.
- Debugged authentication flows (SAML, OAuth, SSO, MFA) and addressed token/session integration failures.
- Analyzed application logs, API responses, packet captures, and database queries to identify root causes.
- Collaborated with engineering teams to reproduce bugs, validate fixes, and enhance product quality.
- Supported deployments, upgrades, and migrations including HA setups, clustering, and failover configurations.
- Worked within Python-based product environments and automated repetitive support tasks.
Network Engineer
CSS Corp
Chennai
09.2018 - 12.2021
- Configured and maintained network hardware and software systems to ensure optimal performance.
- Collaborated with cross-functional teams to implement network upgrades, enhancing system reliability.
- Implemented policies related to access control and authentication for users connecting to the network.
- Collaborated with other IT professionals in order to determine best practices for deploying new applications or services onto the network.
- Documented network configurations and updates, providing clear reference for team efficiency.
- Provided technical support for network-related inquiries from staff.
Education
M.Tech., - Computer Science
SRM University
Chennai04-2017
B.E., - Computer Science
Pallavan College of Engg
Kanchipuram04-2014
Skills
- SaaS support
- Troubleshooting
- Incident management
- Root cause
- Log analysis
- Windows operating system
- Active Directory
- Azure AD
- Single sign-on (SSO)
- Multi-factor authentication (MFA)
- SAML
- OAuth
- API analysis
- Database support
- Python troubleshooting
- Password management
Experience Highlights
- Diagnosed and resolved complex SaaS production issues involving PAM, EPM, and password vault systems across enterprise environments.
- Debugged authentication flows (SAML, OAuth, SSO, MFA) and resolved token/session and integration failures.
- Analyzed application logs, API responses, and database queries to identify root causes and implement permanent fixes.
- Owned end-to-end incident lifecycle from detection, replication, RCA to resolution, ensuring high reliability.
- Collaborated closely with engineering teams to reproduce bugs, validate fixes, and support product improvements.
- Handled L2/L3 escalations with high accuracy, resolving majority of issues without engineering dependency.
- Supported deployments, upgrades, and migrations including HA setups, clustering, and failover configurations.
- Improved support efficiency by optimizing triage workflows and reducing repeat incidents through documentation.
- Created detailed knowledge base articles and troubleshooting guides to improve self-service adoption.
- Worked in Python-based product environments and initiated automation for repetitive support tasks.
Certification
Certified Scrum Master
Work Preference
Job Search Status
Open to workSalary Range
₹1500000/yr - ₹2000000/yrTimeline
Technical Support Engineer (L2)
Securden Inc.,
01.2022 - Current
Network Engineer
CSS Corp
09.2018 - 12.2021
M.Tech., - Computer Science
SRM University
B.E., - Computer Science
Pallavan College of Engg