SUJAY PASALKAR
Pune
Summary
Qualified Senior Support Engineer with robust background in providing high-level technical support and troubleshooting complex issues. Proven track record of resolving critical incidents that enhance system reliability and customer satisfaction. Demonstrated expertise in problem-solving and effective communication to mentor team members and improve operational efficiency.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Support Engineer
Tricentis
01.2024 - Current
- Work on tools like JIRA, DataDog, BetterStack, AWS CloudWatch, Postman to reproduce and resolve customer issues
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Facilitated knowledge-sharing sessions, boosting team's ability to solve complex problems.
- Start to end install of applications (Postgres, elastic search, etc.) On windows and Linux server for application installation
- Led training sessions for internal staff members, boosting their technical knowledge and skills in key areas of expertise.
- Offered assistance in implementing and developing training programs.
- Deeper log analysis with DATADOG and CLOUDWATCH
- Familiar with MuleSoft, F5 network tools.
Support Engineer
Tricentis
06.2022 - 12.2023
- Monitored systems in operation and quickly troubleshot errors.
- Performed root cause analysis and general troubleshooting
- Effective customer collaboration, onboarding and implemented successful product upgrades.
- Work on tools like JIRA, DataDog, BetterStack, AWS CloudWatch, Postman to reproduce and resolve customer issues
- Start to end install of applications (postgres, elastic search, etc.) On windows and Linux server for application installation
- Deeper log analysis with DATADOG and CLOUDWATCH
- Familiar with MuleSoft, F5 network tools.
- Generated reports to track performance and analyze trends.
Platinum Support Representative/TAM
Tricentis
01.2022 - 06.2022
- Analyzed issues to identify troubleshooting methods needed for quick remediation
- Increased sales by 70% within 4 months
- Researched new tactics to better hone responses and shorten remediation times.
- Led projects and analyzed data to identify opportunities for improvement
- Managed escalated customer complaints, working closely with management to achieve satisfactory resolutions.
- Collaborated with sales and marketing teams to align support services with promotional activities.
- Enhanced customer satisfaction by resolving technical issues and providing timely solutions.
Technical Support Engineer
Tricentis
01.2021 - 12.2021
- My work includes troubleshooting, resolving customer issues related to the product and functionality.
- Reporting bugs, doing UAT's on the new versions, RCA of issues, etc.
- Start to end install of applications (Postgres, Elastic search, etc.) on Windows and Linux server for application installation.
- Developed detailed documentation for troubleshooting procedures, streamlining the support process for future engineers.
- Reduced downtime for clients through proactive monitoring of network systems and swift resolution of incidents.
Associate Support Engineer
Tricentis
07.2019 - 12.2020
- My work includes troubleshooting, resolving customer issues related to the product and functionality.
- Reporting bugs, doing UAT's on the new versions, RCA of issues, etc.
- Start to end install of applications (Postgres, Elastic search, etc.) on Windows and Linux server for application installation.
- Developed detailed documentation for troubleshooting procedures, streamlining the support process for future engineers.
- Reduced downtime for clients through proactive monitoring of network systems and swift resolution of incidents.
Education
Bachelor's degree - Computer Engineering
SKN Sinhgad Institute of Technology And Science
Don Bosco High School And Jr. College06.2019
HSC - 12th Science
Don Bosco School High And Junior College
Don Bosco High School And Jr. College 06.2015
SSC - 10th
Don Bosco High School And Junior College
Don Bosco High School And Jr. College 06.2013
Skills
- Java
- PostgreSQL
- Sumo Logic
- DataDog
- Jira
- BetterStack
- Linux/Windows
- SQL Basics
- Advanced troubleshooting
- Debugging skills
- Git
Certification
- Introduction to qTest Explorer - Tricentis
- Tosca Automation Specialist 1 - Tricentis
- QTest Specialist 1 - Tricentis
- GIT hands-on
- Linux Level 1
- Microsoft Certified, Azure Fundamentals (AZ-900) - Microsoft.
- AWS Basics
Timeline
Senior Support Engineer
Tricentis
01.2024 - Current
Support Engineer
Tricentis
06.2022 - 12.2023
Platinum Support Representative/TAM
Tricentis
01.2022 - 06.2022
Technical Support Engineer
Tricentis
01.2021 - 12.2021
Associate Support Engineer
Tricentis
07.2019 - 12.2020
Bachelor's degree - Computer Engineering
SKN Sinhgad Institute of Technology And Science
HSC - 12th Science
Don Bosco School High And Junior College
SSC - 10th
Don Bosco High School And Junior College
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