Instana
Shifa Shahani
Technical Support Engineer
Madurai,TN
Work Preference
Summary
Dynamic Technical Support Engineer recognized for mentoring peers and delivering effective solutions in complex technical environments. Hands-on experience troubleshooting issues in microservices and cloud-based platforms, with foundational knowledge of Docker and Kubernetes. Skilled in deep log and distributed trace analysis to drive timely, customer-focused resolutions. Proven track record of improving support efficiency through high-quality knowledge base contributions and close collaboration with engineering teams. Seeking to leverage production troubleshooting, observability, and performance monitoring expertise in a growth-oriented technical role.
Overview
2
2
years of professional experience
3
3
Certifications
4
4
years of post-secondary education
Work History
Technical Support Engineer
IBM
07.2024 - Current
- Provided remote technical support for IBM Instana, troubleshooting APM, agent, and monitoring issues, and ensuring SLA-driven resolution.
- Analyzed logs, metrics, and distributed traces to perform root cause analysis and resolve complex customer incidents.
- Acted as an escalation point for critical cases, and collaborated with engineering and SRE teams for permanent fixes.
- Mentored new team members, and authored knowledge base/runbooks to improve case deflection and team productivity.
- Streamlined escalation workflows, and maintained clear customer communication, achieving high CSAT and service quality.
Intern
IBM
01.2024 - 07.2024
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Explored new technologies and approaches to streamline processes.
- Analyzed problems and worked with teams to develop solutions.
- Contributed to a positive team environment by collaborating with fellow team mates.
Education
B. Tech - Computer Science And Business Systems
Thiagarajar College of Engineering
Madurai, India 07.2020 - 05.2024
Skills
Client communication
Case management
Issue research
Case management
Technical troubleshooting
Docker and Kubernetes basics
Linux basics
Software installation
Software
Salesforce CSP
Grafana
GCP
Certification
Linux Command Line Basics
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)