Sandeep Cilveri

I’m a Senior Technical Support Engineer with 5+ years delivering L2/L3 application support for enterprise SaaS platforms serving global clients. I focus on root cause analysis, API debugging, and backend troubleshooting across distributed systems—translating complex findings into clear guidance for technical and non-technical stakeholders.

In my current role, I investigate and resolve complex production issues by analysing logs, API payloads, and system behaviour in MongoDB and ClickHouse to pinpoint root causes. I’ve reduced recurring production incidents by 30% by analysing ticket trends and partnering with Engineering to implement permanent fixes, while sustaining 95%+ SLA adherence across high-volume L3 queues.

I also build operational tooling that improves reliability and efficiency. I engineered Grafana monitoring dashboards to cut issue-identification time and improve anomaly detection, and I built 3 AI automation agents with Claude Code that reduced engineering escalations by 15% and eliminated hours of manual reporting each month. I enjoy bridging Support, Product, and Engineering, mentoring junior engineers, and standardising resolution workflows through runbooks and troubleshooting guides.