sandeep reddy
@sandeepreddy4
Senior Technical Support at FactSet, resolving escalated application, API, and file-transfer issues using Kibana and Grafana.
IndiaWhat I'm looking for
At FactSet Research Systems, I provide Tier 2 support for escalated issues across applications, APIs, file-transfer systems, and configurations. I investigate service behavior with Kibana and Grafana and coordinate with Product and Engineering teams on defects and fixes.
I also support Tier 1 engineers by reviewing escalations, maintaining SOPs and knowledge-base documentation, and training new engineers on troubleshooting and client handling. Earlier at FactSet, I provided frontline support through calls, email, and chat, and assisted clients with API debugging and configuration validation.
Experience
Work history, roles, and key accomplishments
Provide Tier 2 technical support for escalated client issues across applications, APIs, file-transfer systems, and configurations. Handle complex escalations, investigate issues using Kibana and Grafana, and coordinate with Product and Engineering teams.
Client Support Engineer I / Associate Client Support Engineer (Tier 1)
Apr 2020 - Apr 2022 (2 years)
Provided frontline client support through calls, email, and chat for product and service-related issues. Troubleshot login, connectivity, remote-access, and file-transfer issues, and worked with Engineering and Product teams on escalations.
Education
Degrees, certifications, and relevant coursework
Guru Nanak Institute of Technology
Bachelor of Technology, Electronics and Communication Engineering
2015 - 2019
Pursued a Bachelor of Technology in Electronics and Communication Engineering from 2015 to 2019.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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