Parthiban Km

Technical Support Engineer with experience in API troubleshooting, cloud data platforms, and enterprise customer support. Skilled in resolving production incidents, performing log analysis, and diagnosing REST API failures using SQL and Snowflake. Experienced with AWS services (S3, DynamoDB), monitoring tools, and incident management processes while maintaining SLA compliance and high customer satisfaction.

Associate Customer Support Engineer at Lightcast India Pvt Ltd (2023-01 – Present)

• Provided L1/L2 production support for 15+ API-driven data products ensuring 95%+ SLA compliance.
• Investigated and resolved 20+ weekly production incidents involving REST API failures using SQL queries and Snowflake validation.
• Retrieved and validated datasets from AWS S3 and DynamoDB mappings to troubleshoot client integration issues.
• Performed log analysis using Kibana and Coralogix to identify root causes of system failures.
• Collaborated with engineering and product teams to resolve high severity incidents in a 24x7 support environment.
• Improved knowledge base documentation and reduced ticket resolution time through structured troubleshooting guides.

Customer Support at BSNL Telephone Exchange (2020-12 – 2022-12)

• Provided customer support for fiber network operations, troubleshooting connectivity issues, and coordinating with technical teams for quick resolution.
• Monitored network performance, escalated complex problems, and ensured clear communication and accurate documentation to maintain customer satisfaction.

B.E. in Mechanical Engineering – Erode Sengunthar Engineering College (2017)