Jahnavi Bandaru
@jahnavibandaru1
Technical Support Engineer specializing in Cloud PaaS, Heroku, and Salesforce with strong incident resolution skills.
IndiaWhat I'm looking for
I am a Technical Support Engineer with nearly five years of experience delivering customer-first support within Cloud PaaS environments, primarily Heroku and the Salesforce ecosystem. I consistently resolve high-priority incidents, manage Sev0/Sev1 production downtimes, and maintain targeted CSAT and low time-to-resolution.
I have led knowledge-sharing initiatives, improved documentation and escalation templates, delivered training sessions, and participated in recruiting and onboarding to strengthen team capabilities. I collaborate with engineering teams to escalate and drive fixes while contributing to documentation improvements via GitHub.
My technical strengths include troubleshooting networking (DNS, SSL, load balancers, VPN, VPCs), databases (PostgreSQL, Redis, Aurora), monitoring and logging (Papertrail, New Relic APM, Splunk), and supporting application code in Node.js, JavaScript, Python, Java, PHP, and Ruby. I hold certifications including Certified Heroku Architect and multiple Salesforce certifications.
Experience
Work history, roles, and key accomplishments
Led swarm teams and provided ownership of hand-off cases, drove daily stand-ups to reduce backlog, and delivered feedback to improve CSAT and ticket quality.
Provided tiered technical support for priority customers, reduced TTR and production downtime, and led documentation and training initiatives improving KB quality and support productivity.
Handled SLA-driven support and incident communications, onboarded new hires, and contributed to documentation improvements to streamline support workflows.
Provided 24/7 on-call support and foundational troubleshooting for Heroku platform customers, building core skills in PaaS operations and customer service.
Education
Degrees, certifications, and relevant coursework
K L University
Bachelor of Technology, Computer Science and Engineering
Completed a Bachelor of Technology in Computer Science and Engineering.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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