Product Support Engineer - Fynd
(2022-09 - 2025-12)
Led L1/L2 product and production support for business-critical applications, ensuring smooth end-to-end workflows and timely resolution of customer and production issues.
- Partnered directly with customers during onboarding, implementation, deployment, UAT, post-go-live support, and requirement discussions.
- Investigated complex application and production issues by analyzing application logs, APIs, database records, system workflows, and event-driven data flows.
- Wrote and executed SQL/MySQL queries for data validation, reconciliation, troubleshooting, root cause analysis, and identifying data inconsistencies.
- Troubleshot issues across Kafka, Redis, Kubernetes, APIs, databases, and application services to identify the source of failures.
- Monitored application health and production issues using tools such as Grafana, New Relic, and Sentry.
- Managed critical incidents by performing initial triage, impact analysis, stakeholder communication, escalation, coordination with engineering teams, and resolution tracking while maintaining SLA commitments.
- Worked closely with Product, Engineering, QA, Customer Success, and other cross-functional teams to resolve implementation and production issues.
- Participated in release validation, UAT testing, deployment support, and post-release monitoring to ensure application stability.
- Prepared RCA reports, incident documentation, SOPs, issue trackers, and customer communication records for recurring and high-impact issues.
- Provided proactive recommendations to improve application stability, operational efficiency, troubleshooting processes, and customer experience.
Application Support Engineer - Wipro Technologies
(2018-07 - 2022-06)
Provided L1/L2 application and production support for enterprise customers across GIS, Mobility, POS, and workflow-based platforms.
- Investigated application issues through log analysis, data validation, workflow analysis, and coordination with technical and business teams.
- Worked directly with customers and stakeholders to understand requirements, analyze reported issues, provide updates, and ensure timely resolution.
- Managed incident triage, prioritization, escalation, resolution tracking, and follow-up activities based on business impact and SLA requirements.
- Supported application implementations, testing activities, issue validation, and production deployments.
- Participated in incident review meetings and stakeholder calls, providing clear status updates and technical findings.
- Maintained incident records, troubleshooting documentation, and knowledge articles to improve resolution efficiency and support recurring issues.
Application Support Engineer - Impact Infotech Pvt. Ltd
(2017-10 - 2018-07)
Provided application support for mobility solutions used by large field operations teams.
- Performed issue triage, troubleshooting, workflow validation, escalation, and resolution tracking for application-related incidents.
- Analyzed complex application and data issues and coordinated with product and development teams to identify root causes.
- Supported users and stakeholders by providing issue updates, troubleshooting assistance, and resolution communication.
- Maintained detailed incident logs and contributed to SOP and knowledge documentation for recurring support scenarios.
