SHUBHAM GAWAI
Pune
Summary
Experienced Technical Support Specialist with 6+ years in enterprise SaaS support across cloud platforms, adept at troubleshooting web applications and managing Tier 2/3 escalations in 24/7 environments. Specializes in diagnosing complex issues related to relational databases, network protocols, and API integrations while achieving 98%+ SLA compliance. Collaborates effectively with Engineering and Product teams to resolve high-severity incidents and drive improvements through technical documentation.
Overview
6
6
years of professional experience
Work History
Customer Service Associate - Technical Support Operations
AMAZON DEVELOPMENT CENTRE PVT LTD
Pune
07.2020 - Current
- Resolved 95+ technical support cases monthly for cloud-based SaaS platforms and financial accounting software modules supporting North American, European, and APAC business clients, achieving 98% SLA compliance and maintaining 72% first-contact resolution rate through systematic troubleshooting methodologies, comprehensive technical analysis, and structured problem-solving approaches
- Diagnosed and isolated complex technical issues involving web applications, database connectivity, API integrations, SSO authentication, and network communication protocols using structured root cause analysis, browser developer tools, SQL query validation, network diagnostic utilities, and log file analysis
- Triaged high-severity P1/P2 incidents impacting critical business operations, coordinating cross-functional emergency response with Engineering and Product teams to restore service within tight SLA windows, minimize customer downtime, document incident timeline, and implement preventive measures to reduce recurrence by 30%
- Served as Tier 2/3 escalation point for first-line support teams, providing expert technical guidance on complex cases involving HTML/CSS rendering issues, browser compatibility conflicts, authentication failures, single sign-on integration problems, multi-factor authentication setup, webhook configurations, and system configuration errors
- Documented 500+ technical resolutions in Salesforce CRM with detailed reproduction steps, root cause findings, resolution workflows, preventive recommendations, and troubleshooting guides, contributing to knowledge base accuracy, audit readiness, and reducing repeat escalations by 28% through improved self-service capabilities
- Collaborated with engineering teams on 40+ product defects and enhancement requests, providing technical reproduction steps, system logs, database query results, and customer impact analysis to expedite bug resolution and enhance product quality
- Analyzed system logs, network packet traces, database query performance metrics, and application response times to identify bottlenecks, recommend optimization strategies, implement performance improvements, and enhance application response times for enterprise clients using financial accounting and business intelligence software modules
- Maintained 24/7 on-call availability across rotational shifts supporting global customer base spanning multiple time zones; consistently exceeded SLAs and KPIs; received Customer Obsession Award (2022, 2023) for technical excellence, performance quality, and ownership of critical customer escalations
Education
BACHELOR OF ENGINEERING - INFORMATION TECHNOLOGY
Savitribai Phule Pune University
Pune, India01.2017
DIPLOMA IN ENGINEERING - INFORMATION TECHNOLOGY
Maharashtra State Board of Technical Education
Pune, India01.2014
Skills
- Cloud & SaaS Support
- Web Application Troubleshooting
- Cloud Platform Support
- Remote Technical Resolution
- SaaS Architecture
- LAN/WAN Fundamentals
- TCP/IP
- Network Connectivity Diagnostics
- HTML/CSS
- MSSQL
- CRM Systems
- Salesforce Administration
- SLA Compliance
- Ticketing System Reporting
- 24/7 On-Call Rotation
- Microsoft 365 Suite
- Microsoft Teams
- Database & Query Languages
- Basic SQL
- CRM & Support Platforms
Languages
- Hindi
- English, Fluent - C2 Proficiency
- Hindi, Native Speaker
Core Technical Competencies
Web Application Troubleshooting, Cloud Platform Support, Multi-Tenant SaaS Environments, System Integrations, API Connectivity, RESTful APIs, Remote Technical Resolution, Software-as-a-Service Architecture, Financial Accounting Software Support, LAN/WAN Fundamentals, Internet Communication Protocols, DNS/DHCP Configuration, TCP/IP, Network Connectivity Diagnostics, Browser Developer Tools, HTML/CSS, HTTP/HTTPS, SSL/TLS Certificates, VPN Troubleshooting, Firewall Configuration, Proxy Settings, Session/Cookie Management, MSSQL, PostgreSQL, Relational Database Concepts, SQL Query Troubleshooting (SELECT/JOIN/WHERE), Database Connectivity Diagnostics, Data Integrity Validation, Query Performance Analysis, CRM Systems, Salesforce Administration, JSON/XML Data Handling, Tier 2/3 Escalation Management, High-Severity Incident Triage, SLA Compliance, P1/P2 Critical Incident Response, Root Cause Analysis, Technical Documentation, Knowledge Base Development, Issue Lifecycle Ownership, Ticketing System Reporting, 24/7 On-Call Rotation, Customer Inquiry Analysis, Complex Issue Data Gathering, Salesforce Service Cloud, Zendesk, ServiceNow, JIRA, Confluence, HubSpot, Freshdesk, Zoho Desk, Intercom, Remote Desktop Tools, Log Analysis, System Diagnostic Utilities, Microsoft 365 Suite, Microsoft Teams, Slack, Zoom
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Marathi
Proficient (C2)
C2
Accomplishments
Quizchamp Award , ACED attendance Award , Customer Smile Story Star Award , Peak R n R award for Best performance , AWS outage handler Award , Peak Delight Customer award.
Affiliations
Worked as an all-rounder for all departments when appointed as the SWAT specialist. Core Customer Service Activities. Handled customer inquiries via phone, chat, and email related to orders, deliveries, payments, refunds, and returns. Resolved customer issues by following Amazon policies while ensuring a customer-first approach. Documented interactions accurately using CRM and ticketing systems. Provided end-to-end ownership of cases until resolution.
Timeline
Customer Service Associate - Technical Support Operations
AMAZON DEVELOPMENT CENTRE PVT LTD
07.2020 - Current
BACHELOR OF ENGINEERING - INFORMATION TECHNOLOGY
Savitribai Phule Pune University
DIPLOMA IN ENGINEERING - INFORMATION TECHNOLOGY
Maharashtra State Board of Technical Education