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Venkatesh Shetti

@venkateshshetti

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Support engineer specializing in mobile QA automation, incident response, and client success for iOS/Android platforms.

India

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What I'm looking for

I’m looking for a client-focused support role where I can own SLAs, drive RCA-based incident resolution, and continuously improve mobile QA automation reliability across iOS/Android device cloud environments through close collaboration with engineering.

I’m a results-driven Support Engineer with 3+ years of experience supporting enterprise-grade mobile performance testing and device cloud platforms. I serve as a primary technical escalation point, maintaining sub-4-hour SLA response times on P1/P2 incidents while translating complex Appium and Selenium automation failures into actionable fixes across iOS and Android.

I bring hands-on strength in network diagnostics (Wireshark, Charles Proxy) and detailed RCA documentation using Jira-based case management. Previously, I supported a U.S. Fortune 500 client with data analysis and financial reconciliation using SQL and Excel, and I improved workflow handoffs to reduce ticket resolution time—building the same client-first mindset I bring to every escalation and onboarding session.

Experience

Work history, roles, and key accomplishments

Current

Support Engineer

Current

HeadSpin Technologies

Oct 2024 - Present (1 year 9 months)

Serve as primary technical escalation point for enterprise clients on HeadSpin's global device cloud platform, managing P1/P2 incidents and maintaining SLA response times. Troubleshoot Appium/Selenium automation failures, perform Wireshark/Charles Proxy network diagnostics, and deliver Jira-based RCA and knowledge-base updates to reduce repeat escalations.

Appium Selenium iOS Android Wireshark Charles Proxy Jira Incident Management Knowledge Base

Business Support Analyst

Brickwork India

Sep 2023 - Oct 2024 (1 year 1 month)

Supported a U.S. Fortune 500 client as a dedicated analyst with consistent adherence to client-defined SLAs. Performed data analysis and financial reconciliation using SQL and Excel, and coordinated cross-functional stakeholders to produce weekly status and escalation summaries.

SLA Data Analysis Financial Reconciliations SQL Excel Escalation Management

Technical Support Engineer

Accrete Globus Technology

Oct 2022 - Jul 2023 (9 months)

Served as a primary escalation point for Tier-1 agents, resolving hardware, peripheral, network connectivity, and software issues with a first-contact resolution focus. Diagnosed and resolved OS-level, driver, and network configuration issues across Windows and Mac, while maintaining troubleshooting runbooks to improve onboarding.