Summary
Overview
Work History
Education
Skills
Certification
Languages
Hobbies and Interests
Timeline
Generic

Sulab Thapa

Hyderabad

Summary

Enterprise Support Engineer with 10+ years in technical support and customer success, specializing in troubleshooting and product adoption for enterprise clients. Skilled in cross-functional collaboration with Sales, Product, and Engineering teams to enhance customer experiences and deliver consultative solutions. Seeking to apply expertise in data analysis and integration support as a Product Support Consultant at Google.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Production Support Engineer

Gaian Consultants
Hyderabad
12.2023 - Current
  • Deliver advanced technical support for SnapLogic (ETL iPaaS) data integration pipelines, troubleshooting Snaplex nodes, snaps, and APIs for enterprise clients, resolving 95% of escalations within SLA.
  • Analyze JSON logs and validate REST/SOAP APIs using cURL and Postman, identifying root causes to minimize downtime by 20%.
  • Collaborate with CSMs, Engineers, and EA teams to support customer migrations, creating sample pipelines to enhance product adoption.
  • Develop and review knowledge base articles, improving self-service options for global teams.
  • Manage release readiness activities and mentor junior engineers, fostering a collaborative support culture.

Technical Support Engineer

Salesforce India Pvt Ltd
Hyderabad
01.2022 - 12.2023
  • Provided high-touch support for Tableau Desktop, Server, and Cloud, resolving technical issues and guiding 50+ clients through successful implementations.
  • Implemented SSO using OAuth and Okta, enhancing security and customer satisfaction during migrations.
  • Utilized Splunk and REST APIs to monitor system performance, creating action plans to address root causes and improve stability.
  • Partnered with Sales and Product teams to align solutions with client roadmaps, contributing to knowledge articles that boosted adoption by 15%.
  • Troubleshot JVM-related issues, applying performance tuning to ensure optimal customer experience.

Technology Integration Engineer

Amdocs Development Center India Pvt Ltd
Hyderabad
09.2019 - 01.2022
  • Supported Vodafone’s infrastructure, troubleshooting WebSphere applications and tuning JVM parameters to maintain 99.9% uptime.
  • Collaborated with Engineering teams to deploy hotfixes and patches, ensuring secure and timely updates for production environments.
  • Developed Python and Shell scripts for automation, reducing manual tasks by 30% and supporting 24/7 on-call duties.
  • Participated in DR drills, providing detailed reports to enhance customer trust and operational resilience.

Senior Systems Engineer

ComScore India Pvt Ltd
Hyderabad
01.2019 - 09.2019
  • Delivered L2 support for ComScore products, processing TV data feeds and ensuring timely delivery with 98% accuracy.
  • Monitored Linux servers using Graphite, automating feed uploads to S3 buckets and training new team members to improve processes.
  • Conducted root cause analysis for performance issues, communicating impacts to stakeholders to drive operational improvements.

Software Engineer

Mphasis Ltd
Hyderabad
06.2015 - 01.2019
  • Provided production support for Mahle Inc., troubleshooting middleware issues and automating health monitoring scripts.
  • Managed backup and disaster recovery processes, ensuring high availability across on-premises and hybrid cloud environments.
  • Earned client appreciation for the Historic Data Processing Project, demonstrating strong customer service and technical delivery.

Education

Bachelor of Technology - Computer Science

Uttar Pradesh Technical University
UP
01.2014

Skills

  • Customer support and escalation
  • Technical troubleshooting expertise
  • Data analysis and insights
  • Cross-functional collaboration
  • Product adoption strategies
  • Consultative client guidance
  • Platform proficiency: Tableau, SnapLogic, Salesforce, AWS, Azure
  • Programming: Python, Bash/Shell, RESTful APIs
  • Security protocols: SSO, SAML, SSL/TLS
  • Database management: MySQL, PostgreSQL, MS SQL Server
  • Monitoring tools: Splunk, Graphite, Wireshark
  • Project tools: Jira, Confluence, Git, Jenkins
  • Operating systems expertise: Linux, Unix, Windows
  • Data integration
  • API troubleshooting
  • Performance monitoring

Certification

  • Tableau Server Certified Associate (T000072536)
  • SnapLogic Certified Integrator (http://verify.skilljar.com/c/wz42s9hrtfrz)
  • SnapLogic Certified Enterprise Automation Professional (http://verify.skilljar.com/c/yzaxfc9uscg7)
  • Red Hat Certified System-Administrator (EX-300) License 160-272-340 (2016-12 – 2019-12)
  • Microsoft Azure Fundamentals (AZ-900)
  • AWS Certified Cloud Practitioner

Languages

English (Professional Proficiency)

Hobbies and Interests

Playing guitar, football, traveling, and organizing events

Timeline

Production Support Engineer

Gaian Consultants
12.2023 - Current

Technical Support Engineer

Salesforce India Pvt Ltd
01.2022 - 12.2023

Technology Integration Engineer

Amdocs Development Center India Pvt Ltd
09.2019 - 01.2022

Senior Systems Engineer

ComScore India Pvt Ltd
01.2019 - 09.2019

Software Engineer

Mphasis Ltd
06.2015 - 01.2019

Bachelor of Technology - Computer Science

Uttar Pradesh Technical University

Similar Profiles

CREATE PROFILE
Sulab Thapa