Open to opportunities

Amit Kumar

@amitkumar29

Message

Product and Technical Support Engineer specializing in L1/L2 cloud support.

India

Message

What I'm looking for

I seek a customer-focused support role providing hands-on L1/L2 cloud and application troubleshooting, opportunities to own incidents end-to-end, work with cross-functional teams, and grow in cloud/infrastructure responsibilities while following ITIL processes.

I am a Product and Technical Support Engineer with 5+ years of experience delivering L1/L2 support for cloud and enterprise products, with strong expertise in AWS, Linux, SQL and incident management processes.

I have repeatedly owned customer issues end-to-end — performing troubleshooting, RCA, fixes, deployments, and coordinating cross-functional teams to meet SLAs; I achieved 100% top scores in customer satisfaction surveys while supporting telecom and e‑retail platforms.

My practical strengths include creating CloudWatch events, managing IAM, provisioning EC2 instances, scripting with Python, and using monitoring and ticketing tools (ServiceNow, JIRA). I follow ITIL processes and emphasize clear documentation and on-time delivery.

Experience

Work history, roles, and key accomplishments

Current

Technical / Product Support Engineer

Current

Scanfii Software Technologies

Apr 2023 - Present (2 years 5 months)

Provide L1/L2 technical and product support for NGSD (NextGen Service Desk) used by telecom clients, maintaining 100% customer satisfaction scores and ensuring business continuity through monitoring, incident resolution, and collaboration with development teams.

AWS EC2 S3 Cloudwatch IAM SQL Linux Jenkins Incident Management Troubleshooting Customer Support Python

Product Support Engineer

PublicGlobus Info Services Private Limited

Oct 2019 - Jul 2022 (2 years 9 months)

Delivered L1/L2 web application and warehouse-management support for Avnet Direct-to-Shop, resolving application and database issues, performing root-cause analysis, and developing monitoring and knowledge-base documentation to improve availability.

SQL Linux ServiceNow Jira Log Analysis Troubleshooting Confluence Customer Facing Support Root Cause Analysis

Education

Degrees, certifications, and relevant coursework

Rajasthan Technical University

Bachelor of Engineering, Computer Science

2011 - 2015

Completed Bachelor of Engineering in Computer Science from Rajasthan Technical University, Kota, focusing on core computer science subjects and practical applications.