Bhavani Vaka

I’m a Senior Technical Support Engineer (L3 SME) with 8 years of customer-facing experience, resolving high-complexity production issues across SaaS, cloud, and AI platforms. I focus on troubleshooting and debugging REST APIs, WebSockets, SDK integrations, and authentication mechanisms like OAuth, SSO, and SAML.

I own L3 escalations for enterprise clients, stepping in as an escalation point and SME to restore service quickly and improve resolution efficiency. In high-scale environments, I lead Sev-1/Sev-2 incident bridges, coordinate across Engineering/SRE/TAM/CSM/ETS, and write RCAs and preventive action plans to reduce repeat issues.

My work combines deep observability with hands-on validation across distributed systems. I use elastic logs and network traces, run SQL and KQL/Elasticsearch queries to confirm configurations and routing logic, and troubleshoot OAuth and omnichannel integrations end-to-end using Postman, cURL, Chrome DevTools, and Fiddler.

I also strengthen teams by mentoring L1/L2 engineers, reviewing case quality, identifying coaching gaps, and backing up manager responsibilities to raise troubleshooting accuracy and SLA adherence. From delivering 100% CSAT streaks to driving outage impact reductions, I bring clear communication, technical guidance, and timely resolution for critical issues.