Bharath S

Product Support Engineer with 3+ years of experience across cloud telephony and web-application production support, SLA-driven customer issue resolution, and cross-team escalation. Skilled in root cause analysis, SIP/call quality troubleshooting, log and API-response analysis, and client-facing communication. Exposure to manual testing and Selenium automation concepts. Seeking to build toward a DevOps/Cloud/SRE career path within a technically challenging support or infrastructure role.

Product Support Engineer at MCUBE (2026-05 – Present)

• Resolve customer-reported issues in the MCUBE cloud telephony panel, ensuring timely and SLA-aligned closure.
• Troubleshoot call quality and SIP-related issues, isolating root cause across network, carrier, and platform layers.
• Escalate unresolved or complex issues to L2/L3 teams with detailed diagnostic context to speed up resolution.
• Conduct client calls to gather issue context, explain root cause, and communicate resolution status directly to customers.

Technical Support Engineer at Relyon Softech Limited (2022-12 – 2026-05)

• Handled end-to-end production support for web-based applications over a 3.2-year tenure.
• Investigated and resolved client-reported issues within SLA timelines.
• Performed root cause analysis by analyzing logs, API responses, and browser console errors.
• Differentiated client-side and server-side issues before escalation to engineering.
• Collaborated with engineering teams, providing detailed impact analysis and supporting logs.
• Assisted in testing new builds and validating fixes prior to production release.
• Managed multiple priority tickets concurrently while maintaining customer satisfaction.

B.Tech in Mechanical Engineering – Veltech University (2020)