Sandeep Cilveri

Senior Technical Support Engineer with 5+ years of experience delivering L2/L3 application support for enterprise SaaS platforms serving global clients. Expert in root cause analysis, API debugging, and backend troubleshooting across distributed systems, with a proven record of reducing recurring incidents and maintaining high SLA adherence. Adept at translating complex technical issues into clear guidance for non-technical users, collaborating across Engineering and Product teams, and building automation that improves operational efficiency.

Strong communicator who thrives in fast-paced, global support environments.

Senior Technical Support Engineer (L3) at Brevo, Creatorbox Softwares Pvt. Ltd. (2022-04 – Present)

• Investigated and resolved complex production issues across enterprise client environments, analysing logs, API payloads, and system behaviour in MongoDB and ClickHouse to pinpoint root causes.
• Diagnosed and resolved API integration failures, webhook routing issues, and data inconsistencies, using Postman and browser DevTools to debug requests, responses, and frontend behaviour.
• Extracted and exported data from MongoDB and ClickHouse to fulfil client custom reporting requirements and support enterprise data requests.
• Conducted monthly ticket-trend analysis to surface recurring patterns and partnered with Product and Engineering to drive permanent systemic fixes.
• Built and maintained Grafana dashboards for proactive monitoring and anomaly detection across production systems.
• Developed AI automation agents with Claude Code to automate monthly reporting and surface knowledge base articles, reducing manual effort and engineering escalations.
• Raised Git-based pull requests for data corrections, bug fixes, and minor feature enhancements, contributing directly to system reliability.
• Authored and maintained runbooks and troubleshooting guides that standardised resolution workflows and reduced senior-engineer dependency.
• Served as the technical bridge between Support, Product, and Engineering, translating complex issues into clear, actionable communication for technical and non-technical stakeholders.
• Managed enterprise incidents end-to-end with consistent stakeholder updates, maintaining customer confidence throughout the resolution lifecycle.
• Worked within Agile and Scrum methodologies, aligning support priorities with product roadmaps across global time zones.

Technical Associate - Product Support at Zeta Global (2019-10 – 2022-04)

• Delivered technical support for enterprise CRM and marketing automation platforms, troubleshooting complex backend and workflow issues using MySQL and system logs.
• Managed incident tracking and escalation workflows across support tiers using JIRA, collaborating with Engineering to validate fixes and ensure operational stability.
• Created knowledge base articles and troubleshooting guides adopted as standard references across the support team.
• Trained and onboarded new support engineers, reducing ramp-up time and improving team capability.

B.Sc in MECS – Bhavan's Vivekananda Degree College, Osmania University (2019)

Intermediate – Gowtham Junior College (2016)

SSC – Holy Faith High School (2014)