Experienced Product Support Engineer with a background in providing high-level technical support, troubleshooting product issues, and enhancing customer satisfaction. Strong skills include problem-solving, communication, team collaboration, and project management. Previous roles have resulted in improved product performance, streamlined support processes, and increased customer retention rates.
Overview
3
3
years of professional experience
Work History
Product Support Engineer
Priority Technology Holdings, Inc.
Chandigarh
05.2022 - Current
Supported payment processing systems in fintech, integrating third-party products like TSYS and FISERV.
Resolved complex payment-related technical queries, debugged issues with payment failures, and addressed product bugs.
Provided solutions for application-level and database-related problems using SQL, MySQL, and JavaScript.
Optimized SQL queries and developed stored procedures, achieving a 30% reduction in load times, and a 25% increase in user satisfaction.
Automated various SQL reports to meet stakeholder requests and enhance data-driven decision-making.
Conducted API testing and debugging with Postman, ensuring the reliability of post-production system releases.
Led root cause analysis for high-priority issues, coordinating with internal teams for long-term fixes.
Utilized SPLUNK, Elastic Search, and Kibana for deep log diagnostics, and visualized system metrics, aiding faster resolution and trend analysis.
Partnered with QA and development teams to prioritize and resolve bugs based on business impact, enabling timely hotfix releases, and improved product stability.
Education
Bachelor of Engineering (B.E) - Computer Science and Engineering
Database and language: Advanced SQL Server, MySQL, Snowflake (intermediate)
Log and monitoring tools: Splunk, Elasticsearch, Kibana, Grafana, Elastic Dev Tools
Project management: JIRA
Documentation and reporting: Microsoft Excel, Microsoft PowerPoint, Lucidchart
Development and integration tools: Visual Studio Code, Postman, FileZilla, Keycloak, and Obsidian
Containerization and orchestration: Kubernetes
Languages
Languages Known: English, Hindi
Hobbies and Interests
Hobbies: weight lifting, listening to music, bike riding
Accomplishments
Recognized as Star of the Month and Kudos Award of the Month four times for outstanding performance and consistently exceeding targets
Honored with the Best Leadership Award for exceptional leadership in projects, demonstrating initiative, and single-handedly managing key initiatives despite having only three years of experience
Reduced average incident response time by 40% through the implementation of a streamlined ticketing system and the development of automated alert checklists and dashboards via database and logging tools for recurring and impact issues, leading to increased operational efficiency
Managed and led over 30 production/sandbox environment releases and release handovers, ensuring minimal downtime and maintaining 99.9% system availability