Abhinav Kumar Alle

I’m a Technical Support Engineer with 7+ years helping customers troubleshoot complex systems, integrations, and data issues in fast-paced SaaS and enterprise environments. In my current role, I provide front-line technical support for a mission-critical scheduling/HRIS platform and resolve ~90% of cases on first contact by isolating defects across application, integration, and infrastructure layers.

I partner with internal development and infrastructure teams to reproduce defects, capture logs, and deliver developer-ready tickets with clear steps to reproduce and impact assessment. I also review Java- and C#-based service logs and stack traces, and share minimal sample snippets that demonstrate the issue.

I maintain a structured knowledge base of SOPs, FAQs, and runbooks to reduce repeat tickets and accelerate onboarding for new support analysts, including code-oriented articles for calling internal APIs from Java or C#. I monitor alerts, triage incidents, and manage escalations while maintaining ~99% SLA compliance and sending clear written status reports to stakeholders.

Before this, I supported a workforce management SaaS platform where I diagnosed integration issues using SQL, REST APIs, and log analysis, and I sometimes reproduced issues with small Java/C# test harnesses. Earlier roles included bridging IT and business teams for HR/payroll integration systems using SQL and SSIS and creating C# utilities to automate validation, alongside tier-1/tier-2 support and change coordination. I’m also ITIL 4 Foundation certified and continually focused on turning customer issues into faster, cleaner resolutions through documentation and diagnostics.