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

Tirtho Shankar Chakraborty

Silchar

Summary

Experienced Customer Reliability and Product Support Engineer with extensive experience identifying and fixing challenging technical problems. Knowledgeable with Incident Management and SQL, having practical experience in Database Queries, Log Analysis, and Task Automation to increase system dependability. Demonstrated capacity to work with cross-functional teams to improve customer satisfaction and product performance. Competent in Incident Management, Root Cause Analysis, and putting data-driven continuous improvements into practice. Adept at simplifying support procedures and producing thorough documentation for operational effectiveness. Devoted to providing top-notch assistance and cultivating enduring bonds with clients and internal stakeholders.

Overview

5
5
years of professional experience

Work History

Sr. Customer Reliability Engineer

Multiplier
04.2025 - Current
  • By actively identifying and fixing technical problems with SQL, I was able to guarantee system performance and dependability. I also worked with engineering teams to put long-term fixes into place and raise customer satisfaction.
  • Provided software application maintenance, Incident Management, conflict resolution and supporting documentation for customer inquiries and troubleshooting requests.
  • Proactively monitored and resolved issues to guarantee excellent system performance and availability for clients.
  • Used SQL queries, and log analysis to identify and fix complicated technical problems.
  • Collaborate with the product and technical teams to carry out root cause investigation and put long-term fixes into place.
  • By identifying trends and irregularities in customer surroundings, incidents were avoided.
  • Contributed to establishing documentation and procedures to increase the scalability and efficiency of assistance.
  • Operated as a vital technical point of contact for internal teams and clients to guarantee a smooth assistance encounter
  • Achievements: Handled efforts that utilized proactive monitoring, detailed log analysis, and collaboration with engineering teams to reduce the frequency of notable incidents by 25%.

Product Support Engineer

Multiplier
03.2023 - 04.2025
  • Responsible for ensuring customer satisfaction and product stability by providing timely and effective technical support to Multiplier's business operations teams.
  • Provided comprehensive product support to business operations teams, encompassing troubleshooting assistance, data issue resolution, and user guidance.
  • Collaborated with cross-functional teams, including product, engineering, and business stakeholders, to identify, analyze, and resolve product-related challenges.
  • Developed and maintained a deep understanding of product functionalities, features, and underlying data structures to effectively diagnose and address user inquiries and system issues.
  • Contributed to product improvement initiatives by proactively identifying recurring issues, proposing enhancements, and providing valuable user feedback to the product team.
  • Achievements: Developed comprehensive product documentation and training materials, facilitating efficient customer onboarding and reducing support requests.

Support Engineer II

Compass
05.2021 - 03.2023
  • Provided technical support and assistance to Compass customers, ensuring high levels of customer satisfaction and contributing to the maintenance and improvement of various systems and technologies.
  • Provided exceptional technical support to Compass customers, responding to inquiries, diagnosing issues, and delivering effective solutions in a timely manner.
  • Collaborated effectively with team members and other departments to resolve complex technical problems, escalating issues as needed and ensuring seamless customer experience.
  • Proactively identified areas for system and process improvement, contributing to the enhancement of support workflows and documentation for increased efficiency.
  • Maintained a deep understanding of Compass products and services, staying abreast of updates, functionalities, and technical specifications to provide accurate and timely support.
  • Achievements: Developed and implemented a RESTful API that integrated with existing systems, resulting in a significant reduction in manual data entry processes.
  • Successfully identified and resolved application-level bugs, contributing to a measurable improvement in user experience and overall product quality.

Transaction Risk Investigator

Amazon
07.2020 - 04.2021
  • Responsible for protecting Amazon and its customers from financial losses by conducting thorough investigations, mitigating risks, and contributing to a secure and trustworthy transaction environment.
  • Investigated and resolved potential risk activities related to transactions, analyzing customer data, transaction patterns, and account activities to identify and mitigate fraudulent or suspicious behavior.
  • Conducted thorough research using internal tools, databases, and open-source intelligence to gather information, validate findings, and support risk assessments.
  • Documented investigation findings comprehensively, providing clear and concise reports outlining identified risks, supporting evidence, and recommended actions to mitigate potential losses.
  • Collaborated effectively with internal teams, including customer service, security, and legal departments, to share information, coordinate investigations, and implement effective risk mitigation strategies.
  • Achievements: Contributed to the development and implementation of strategies aimed at minimizing transaction-related risks, leveraging analytical insights to enhance fraud detection models and improve security protocols.

Education

B.Tech - Electronics And Communication Engineering

Gauhati University Institute of Science & Technology
Guwahati
07.2016

Skills

  • PostgreSQL Database Management
  • JIRA Issue Tracking
  • Datadog Monitoring
  • Postman
  • Elastic (ELK)
  • Incident Management
  • Grafana
  • Intellij
  • MetaBase
  • JavaScript
  • Core Competencies: Technical Support, Product Knowledge, Data Analysis, Problem Solving, Communication & Collaboration
  • Soft Skills: Communication, Collaboration, Problem Solving, Analytical Skills, Adaptability, Time Management, Customer Focus, Attention to Detail, Training

Languages

English
Bengali
Hindi
Assamese

Hobbies and Interests

Traveling, Cricket

Timeline

Sr. Customer Reliability Engineer

Multiplier
04.2025 - Current

Product Support Engineer

Multiplier
03.2023 - 04.2025

Support Engineer II

Compass
05.2021 - 03.2023

Transaction Risk Investigator

Amazon
07.2020 - 04.2021

B.Tech - Electronics And Communication Engineering

Gauhati University Institute of Science & Technology

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Tirtho Shankar Chakraborty