Technical Support Engineer across cloud platforms, developer support, and IT operations.

Resolved 80% of network errors by analyzing logs in Grafana and Kibana and tracing routing paths with MTR and traceroute, identifying bottlenecks and misconfigurations, restoring service functionality, and reducing repeat incidents by 25%.

Investigate and resolve issues across products including AI Gateway, Workers, R2 object storage, Stream, Email Routing, and API-driven services. Troubleshoot authentication flows, API requests, serverless execution behavior, object storage integrations, and cloud connectivity issues affecting developers in production environments.

Work with developer tooling such as Postman, Terraform, Git workflows, S3-compatible R2 integrations, Claude, Moltbot, Windsurf, and related internal tooling while analyzing logs, traces, and platform behavior to reproduce issues and identify root causes.

Also support infrastructure configuration involving DNS records including MX and TXT, SSL/TLS, WAF behavior, TCP/IP connectivity, and email routing systems. Handle P1/P2 incidents in Salesforce while coordinating with engineering teams and reviewing product behavior and changes to help confirm fixes.

Resolved 200+ weekly support tickets in Kustomer CRM, performing in-depth domain analysis to assess DNS and TCP readiness for payment integrations and ensuring merchant domains met security and compatibility requirements.

Mitigated advanced API integration challenges, including webhook delivery failures with Stripe and PayPal, by conducting detailed payload analysis and implementing corrective configurations to ensure reliable event notifications and uninterrupted payment workflows.

Managed the escalation process for critical fintech incidents, collaborating with engineering teams to fix high-impact web services API and invoicing issues, reducing integration downtime and improving satisfaction rates.

Utilized ITIL principles to manage and resolve database issues by using SQL scripts on DBeaver to fetch and analyze data from Oracle servers, addressing endpoint user queries for several clinical portals.

Supported users across enterprise environments and portal-based workflows, helping improve data accuracy, platform reliability, and user satisfaction in a regulated operational setting. Worked with Microsoft 365, Windows and Mac OS troubleshooting. Intune and Active Directory user management, and ITIL-aligned incident management processes to ensure timely resolution of technical issues. ServiceNow ticket management and escalation to ensure critical issues were addressed within SLA timelines.

Achieved a 35% reduction in average query resolution time by streamlining troubleshooting methodologies and leveraging in-depth knowledge of Meta platforms including Facebook and Instagram.

Assisted in handling 50+ B2B and B2C user cases weekly, maintaining a 93% customer resolution rate within average handle time and customer resolution timelines while contributing to a 90% increase in bug detection efficiency through active issue identification and escalation.

Implemented tagging protocols that improved QA team analysis efficiency by 30%, positively impacting overall market resolution rates while collaborating closely with cross-functional teams to troubleshoot and resolve complex technical issues.

Built a dynamic e-commerce web application for SUNNY products using Python, Django, and SQLite3, implementing CRUD operations and ORM-based workflows to support user-side modifications on database models.

Deployed the web application on a VPS Linux server, optimized performance with Nginx, and connected an Amazon S3 bucket for static files, reducing server storage usage by 87%.

Led the creation and integration of dynamic website content using HTML, CSS, JavaScript, and Python with Django, incorporating external data through APIs to enhance site functionality and improve user engagement.