Open to opportunities

Diksha Singh

@dikshasingh5

Technical Support Engineer, 7 years. I automate support work itself through AI agents and MCP servers, and dig into complex multi-system issues.

India

Message

What I'm looking for

I'm looking to solve complex SaaS, data-platform, and AI support problems where I can turn recurring escalations into automation, durable troubleshooting workflows, and product improvements.

I'm a Technical Support Engineer with 7 years of hands-on experience across enterprise SaaS, data platforms, and AI-native support.

My specialty is root cause analysis of complex, multi-system issues: REST APIs, SQL/BigQuery, Linux, AWS/GCP, and automating support work itself through AI agents, MCP servers, and custom AI tooling.

At Automattic I resolved complex WooCommerce and WordPress tickets end to end via Zendesk with over 90% CSAT, covering plugin conflicts, checkout, payments across WooPayments, Stripe and Square, subscriptions, and integrations. I also built provider-agnostic AI agents that pulled bug reports from Linear, provisioned local environments, reproduced issues, generated and validated fixes, and opened PRs, plus MCP servers and Claude Code skills for product troubleshooting. I drove AI adoption across the team and embedded AI into our Zendesk workflows.

At Zeotap I ran root cause analysis on data discrepancies across customer pipelines using SQL and BigQuery, built Redash dashboards and Slack alerting, and wrote Python automation for health checks, SLA reporting, and ticket generation.

At Accenture I owned Tier 2 and Tier 3 escalations for enterprise data platforms at 98% SLA compliance, guided the migration of 500+ client workflows to AWS Glue Studio (27% faster, 14% cheaper), and cut average ticket resolution time by 20%.

The other half of the job is human. I bridge technical expertise with empathetic communication, and I care about knowing where automation should stop and human judgment should take over.

Core stack: Python · SQL/BigQuery · AWS · GCP · Linux · Zendesk · Claude Code · MCP · REST APIs

Open to Technical Support Engineer, AI Support Engineer, and Solutions Engineer roles.

Experience

Work history, roles, and key accomplishments

Technical Support - Happiness Engineer

Automattic

Aug 2025 - Jul 2026 (11 months)

Resolved complex WooCommerce/WordPress tickets end-to-end (plugin conflicts, checkout, payments, subscriptions, integrations) at >90% CSAT, while automating support itself: provider-agnostic bug-swarming AI agents that reproduce issues and open PRs, MCP servers and Claude Code skills, a natural-language order-filtering plugin, and an automated FFL compliance re-verification workflow.

Senior Solutions Engineer

Zeotap

May 2025 - Aug 2025 (3 months)

Support engineering for Zeotap's CDP. Ran deep root cause analysis on data discrepancies across audience computation, identity resolution, and export pipelines using SQL/BigQuery. Built Redash dashboards and Slack alerting with tuned thresholds, dedup, and escalation. Wrote Python automation for health checks, bulk remediation, SLA reports, and ticketing. Authored SQL runbooks that cut MTTR.

Technical Support Specialist

Accenture

Jun 2019 - Mar 2025 (5 years 9 months)

Six years in Tier 2/3 technical support for data platforms. Migrated 500+ client workflows to AWS Glue Studio (-27% processing time, -14% cost) and cut average resolution time 20% by reverse-engineering bugs into a team knowledge base. Debugged refresh failures, job errors, and query latency across Redshift, S3, MySQL, and PostgreSQL at 98% SLA.