Taniya Nalin Shrivastava
@taniyanalinshrivasta
Senior technical support engineer specializing in enterprise SaaS streaming, Wowza, and cloud infrastructure with 6+ years of SLA-focused delivery.
IndiaWhat I'm looking for
I’m a Technical Support Engineer with 6+ years of experience supporting enterprise SaaS platforms, video streaming solutions, cloud infrastructure, and Microsoft server environments. I specialize in Wowza Video and Wowza Streaming Engine, troubleshooting live and VOD workflows across HLS, DASH, WebRTC, and RTMP with a strong focus on secure, production-ready outcomes.
In my current role, I provide Tier 2/3 support, deploy and maintain Wowza Streaming Engine within Docker containers, and execute REST API troubleshooting to isolate integration failures. I also handle SSL/TLS certificate and configuration issues and perform root-cause analysis (RCA) while collaborating with Engineering teams on long-term solutions.
Previously, I led shift operations as a Support Engineer, managed global escalations to meet SLA targets, and improved login reliability by troubleshooting SAML SSO and Okta integrations. Across my career, I’ve partnered with technical and non-technical stakeholders in a 24/7 follow-the-sun model, delivering exceptional customer experiences for North American and EMEA enterprise clients.
Experience
Work history, roles, and key accomplishments
Technical Support Engineer
Wowza
Feb 2023 - Present (3 years 4 months)
Provided Tier 2/3 troubleshooting for Wowza Video and Streaming Engine, resolving complex live and VOD delivery issues across HLS, DASH, and WebRTC. Deployed Wowza Streaming Engine in Docker and resolved critical SSL/TLS certificate configuration problems to ensure secure streaming.
Provided Tier 2/3 support for Wowza Video and Streaming Engine, troubleshooting complex live and VOD delivery issues across HLS, DASH, and WebRTC. Deployed and maintained the engine in Docker and resolved critical SSL/TLS certificate and configuration problems to ensure secure streaming.
Provided Tier 2/3 support for live and VOD streaming in HLS/DASH/WebRTC, diagnosing playback disruptions via log and XML analysis. Deployed Wowza Streaming Engine in Docker and resolved critical SSL/TLS certificate and configuration issues to ensure secure enterprise streaming.
I was a technical support engineer working for a streaming platform
Support Analyst
Wabi Project
Oct 2022 - Jan 2023 (3 months)
Triaged and reproduced user-reported bugs using structured test scripts, enabling faster engineering resolution. Coordinated with external vendors to source components and resolve advanced hardware/software bottlenecks for the Wabi2B product.
Support Analyst
Wabi Project
Oct 2022 - Jan 2023 (3 months)
Triaged and reproduced user-reported bugs using structured test scripts, ensuring high-quality data was passed to engineering for faster resolution. Coordinated with external vendors to source components and resolve advanced hardware/software bottlenecks for Wabi2B.
Support Analyst
Wabi Project
Oct 2022 - Jan 2023 (3 months)
Triaged and reproduced user-reported bugs using structured test scripts, delivering high-quality reproduction data to engineering to speed resolution. Coordinated with external vendors to source components and resolve hardware/software bottlenecks for the Wabi2B product.
Product Support Engineer
Cornerstone OnDemand
Apr 2021 - Oct 2022 (1 year 6 months)
Served as Shift Lead, managing global workload distribution and handling high-priority escalations to meet 100% of SLA targets. Delivered root-cause analysis for Saba Cloud issues, configured and troubleshot SAML SSO (Okta), and collaborated in a 24/7 follow-the-sun model while documenting 20+ internal best practices and solution articles.
Served as Shift Lead, managing global workload distribution and handling high-priority escalations to achieve 100% of SLA targets. Conducted root-cause analysis for Saba Cloud issues and configured/troubleshot SAML SSO (Okta), reducing login-related support tickets.
Served as Shift Lead, distributing global workload and handling high-priority escalations to meet 100% of SLA targets. Conducted root-cause analysis for Saba Cloud issues and configured/troubleshot Okta SAML SSO to reduce login-related support tickets, documenting 20+ internal best practices and solution articles.
Technical Support Engineer
Concentrix (Microsoft Project)
Nov 2019 - Apr 2021 (1 year 5 months)
Supported enterprise customers on Windows Server environments, focusing on high availability (Windows Failover Clustering) and storage stacks. Managed Hyper-V virtualization issues and performed backup/recovery operations using Windows Server Backup and VSS.
Technical Support Engineer
Concentrix (Microsoft Project)
Nov 2019 - Apr 2021 (1 year 5 months)
Supported enterprise customers on Windows Server environments, focusing on high availability using Windows Failover Clustering and storage stack troubleshooting. Managed Hyper-V virtualization issues and handled backup/recovery operations using Windows Server Backup and VSS.
Supported enterprise customers on Windows Server environments, troubleshooting high availability scenarios using Windows Failover Clustering and storage stacks. Managed Hyper-V virtualization issues and performed backup/recovery using Windows Server Backup and VSS.
Education
Degrees, certifications, and relevant coursework
DAVV University, Indore
Bachelor of Computer Applications (BCA), Computer Applications
2016 - 2019
Earned a Bachelor of Computer Applications (BCA) from DAVV University in Indore from 2016 to 2019.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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