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Shobananth Pupathi

@shobananthpupathi

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I resolve enterprise production incidents across APIs, integrations, CRM, ERP, and global e-commerce systems.

India

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What I'm looking for

I'm looking to continue owning complex production incidents, improving support operations with AI and automation, and working across APIs, integrations, enterprise applications, and customer-facing systems.

I provide L2 production support for Laerdal Medical’s global e-commerce ecosystem through Impelsys, tracing issues across Salesforce CRM, IFS ERP, REST APIs, microservices, Boomi, payments, shipping, and invoicing.

I own P1/P2 incidents from report through investigation, resolution, validation, stakeholder updates, and root-cause documentation. I use Kibana, Datadog, SQL, API requests and responses, and middleware traces to isolate failures across distributed systems.

I’ve also built a Copilot Studio support agent to improve knowledge retrieval and day-to-day troubleshooting, while creating runbooks and known-issue guidance that reduce repeat incidents. My earlier experience in software engineering and quality assurance gives me a practical foundation in debugging, release validation, testing, and production support.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Engineer

Current

Impelsys Pvt. Ltd.

Jun 2021 - Present (5 years 3 months)

Provides L2 production and technical application support for a global e-commerce ecosystem, troubleshooting transaction and integration failures across Salesforce CRM, IFS ERP, REST APIs, microservices, Boomi middleware, and payment services. Owns incidents from first report through resolution, coordinates with vendors and engineering teams, and creates documentation and runbooks.