# Shweta Mathur

Shweta Mathur is a remote worker on Himalayas, Senior Technical Support Engineer at VoIPTools, based in India.

Source: https://himalayas.app/@shwetamathur

```text
Senior Technical Support Engineer at VoIPTools who supported 100+ enterprise customers and cut repeat tickets by 30%.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 30k+ USD |
| Job categories | Technical Support Engineer |
| Skills | SAAS Product Support, API Troubleshooting, API Integration, HTTP, REST, JSON, Client Server Architecture, Network Diagnostics, Log Analysis, Browser’S Dev Tools, SQL Server, Database Queries, Python, BASH, Technical Documentation, KB Articles |
| LinkedIn | https://linkedin.com/in/shweta-mathur-792701209 |

## About

```text
At VoIPTools, I diagnosed and resolved implementation and integration issues for enterprise SaaS customers, including API, connectivity, and configuration problems. I supported 100+ customer accounts while maintaining 100% SLA compliance and zero critical downtime in a 24/7 environment.

I used network diagnostics, log analysis, and SQL Server queries to investigate root causes, and created Python and Bash scripts to automate repetitive diagnostic steps. I also escalated complex issues to engineering with clear context, business impact, and recommended next steps.

I authored five technical implementation guides and more than 15 knowledge base articles, helping reduce repeat ticket volume by 30%. I also mentored junior engineers on troubleshooting methods and customer communication.
```

## Experience

### Senior Technical Support Engineer

VoIPTools. Dec 2023 - Aug 2026

```text
Diagnosed and resolved implementation and integration issues for 100+ enterprise customers, maintaining 100% SLA compliance and zero critical downtime. Investigated connectivity, configuration, and API-level issues using network diagnostics and log analysis, and escalated complex issues to engineering with clear context and impact.
```

Skills: API-Integration, HTTP-REST, JSON, Network-Diagnostics, Log-Analysis, SQL-Server, Python, BASH, Jira, Zoho-Assist, Zabbix, Technical-Documentation, Client-Communication, Escalation-Management, Mentorship, Knowledge-Base

## Education

### Indira Gandhi National Open University

Master of Arts, Economics

```text
Pursuing a Master of Arts in Economics.
```

### University of Delhi, School of Open Learning

Bachelor of Arts. Grade: First Division

```text
Completed a Bachelor of Arts with First Division.
```

## Tech stack

- Jira
- Python
- JSON
- Zabbix
- Bash

To contact Shweta, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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