Open to opportunities

Amit Giri

@amitgiri1

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Customer-centric senior technical support engineer driving product and process improvements.

India

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What I'm looking for

I seek a customer-focused technical role where I can lead support, mentor teams, improve processes, and solve complex data and cloud-related issues.

I am a customer-centric senior technical support engineer with 11+ years of experience across global tech organizations, specializing in troubleshooting, stakeholder management, and team leadership.

At Amazon I led support for Europe and North America, resolving ~100 support cases monthly, mentoring new joiners, and presenting KPI metrics to leadership. I focused on data discrepancies, query performance analysis, and process optimizations that improved SLA attainment and resolution times.

As a Technical Lead at Algonomy and Lead Customer Success Engineer at Aptean, I provided production support for Java and UNIX-based systems, analyzed logs, applied patches, automated environment checks with PowerShell, and built Power BI reports and SSIS packages for reporting automation.

I bring hands-on experience with cloud platforms, databases, ETL, containerization, APIs, and ad-tech ecosystems, and I am motivated to collaborate cross-functionally to improve product usability and drive customer success.

Experience

Work history, roles, and key accomplishments

Support Engineer IV

Amazon

Feb 2024 - May 2025 (1 year 3 months)

Lead Support Engineer for Europe & NA clients on Amazon Ads (AMC), resolving ~100 support cases monthly and driving team SLA adherence of 98% while presenting KPI metrics to leadership.

Troubleshooting OAuth 2.0 SLA Management SQL AWS Incident Management

Technical Lead

Algonomy

Oct 2021 - Feb 2024 (2 years 4 months)

Provided production support for retail applications on UNIX, analyzed Java thread/heap dumps to resolve issues, applied patches, and participated in Kubernetes deployment discussions to improve support resolution.

Java Troubleshooting Unix)Kubernetes Data Validation DevOps

Lead Customer Success Engineer

Aptean

Aug 2015 - Oct 2021 (6 years 2 months)

Led customer success for Java-based applications, resolved production issues, built Power BI dashboards and SSIS automation, and migrated 10 customers to Aptean cloud with minimal downtime.

Customer Success Power BI SSIS SQL Server Java Troubleshooting Docker Stakeholder Management

Trainee Developer

Ascent Solutions

Jul 2014 - Jun 2015 (11 months)

Contractual trainee responsible for testing and documenting troubleshooting methods, writing SQL maintenance scripts, and delivering a timesheet project as part of training.

SQL Troubleshooting Testing Timesheet Application Development