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@amitgiri1
Customer-centric senior technical support engineer driving product and process improvements.
IndiaI 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.
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Work history, roles, and key accomplishments
AMLead 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.
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.
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.
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.
Degrees, certifications, and relevant coursework
Bachelor of Technology, Computer Science
2009 - 2013
Completed a Bachelor of Technology in Computer Science focusing on core computer science fundamentals and engineering principles.
Software and tools used professionally
IndiaYou can contact Amit and 90k+ other talented remote workers on Himalayas.
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