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Utsav Trivedi

@utsav

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Experienced Product Support Engineer specializing in API troubleshooting.

India

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What I'm looking for

I am looking for a role that fosters collaboration, values customer satisfaction, and offers opportunities for professional growth.

I am a Product Support Engineer with 9 years of experience, specializing in API troubleshooting, application support, and incident management. My expertise lies in diagnosing complex technical issues and collaborating with cross-functional teams to drive rapid resolutions, minimizing downtime for clients. I am passionate about leveraging my technical skills to optimize support processes and enhance customer satisfaction.

Throughout my career, I have successfully resolved 98% of API-related issues, collaborated with product and engineering teams to prioritize bug fixes, and developed a comprehensive knowledge base to improve team efficiency. My commitment to continuous improvement and customer-centric approach has consistently contributed to exceptional user experiences and product enhancements.

Experience

Work history, roles, and key accomplishments

Technical Support Engineer

NextBillion.ai

Jul 2023 - Feb 2025 (1 year 7 months)

As a Technical Support Engineer, resolved 98% of API-related issues by analyzing payloads, headers, and response codes. Collaborated with product and engineering teams to prioritize bug fixes and feature improvements based on client feedback. Developed a knowledge base to enhance team efficiency and customer satisfaction.

Incident Management Change Management Documentation Customer Service Collaboration Jira Postman Zendesk Data Analysis

Technical Payment Support

AU Small Finance Bank

Jun 2022 - Feb 2023 (8 months)

Provided production support for payment issues related to NEFT and RTGS transactions. Collaborated with operations and external vendors to resolve issues efficiently, ensuring compliance with RBI guidelines through thorough research and testing.

Incident Management Customer Service Collaboration Documentation Payment Processing Problem Solving Compliance Technical Support Research Communication

Product Support Specialist

Punchh tech. India (PAR Technologies)

Oct 2020 - May 2022 (1 year 7 months)

Delivered front-line support to customers by troubleshooting application and technical issues on the Punchh platform. Collaborated across teams to resolve complex issues and maintained high first-call resolution standards.

Technical Support Troubleshooting Customer Service Collaboration Documentation Problem Solving Communication Research

Senior Support Engineer

Jumio India Pvt Ltd.

Sep 2018 - Aug 2020 (1 year 11 months)

Oversaw support for client-reported issues, creating detailed documentation and mentoring team members. Utilized RESTful API calls to replicate and investigate issues, ensuring client satisfaction through tailored support plans.

Documentation Mentoring Customer Support Problem Solving Communication RESTful APIs Knowledge Sharing Incident Management

Senior Associate

Metlife GOSC

Sep 2016 - Sep 2018 (2 years)

Coordinated infrastructure changes and ensured compliance with established guidelines. Managed documentation and ticketing for changes, performing in-depth analysis to determine appropriate procedures.

Change Management Documentation Project Management Compliance Analysis Ticketing Communication Collaboration Problem Solving ITIL

Support Engineer

Jumio India Pvt Ltd.

Oct 2014 - Jun 2016 (1 year 8 months)

Integrated Jumio products into client applications, managing Salesforce implementations and utilizing Jira for incident reporting. Collaborated with development teams to resolve product bugs and ensure smooth functionality.