I've supported enterprise integration products at CloudSoftware Group in Pune since 2020, working with customers across EMEA and APAC on TIBCO BusinessEvents, ActiveSpaces, BusinessWorks, EMS, TEA, TRA, EDI, and Administrator.
In my current Senior Technical Support Engineer role, I investigate complex API, application, deployment, and integration failures using logs, stack traces, runtime behavior, database investigations, and reproduction steps. I work across REST APIs, XML, JSON, HTTP/HTTPS, SSL, LDAP, web services, and XML-to-JSON and JSON-to-XML transformations.
I collaborate closely with Product Engineering, Client Support, Product Management, database teams, and customers to drive escalations through resolution. I provide technical analysis, impact assessments, configurations, logs, and suspected root causes for product defects.
I'm known for structured troubleshooting, clear technical communication, and ownership of customer escalations. I've also created knowledge-base articles, filed defects and enhancement requests, received high CSAT scores, and served as a team lead focused on mentoring and customer satisfaction.
