Nitin Pillay
Technical Support Engineer
Pune
Summary
Highly skilled Technical Support Engineer with expertise in Unix and Linux-based systems. Vast experience in high-volume environments with strong analytical, communication, and organizational abilities. Complex problem solver able to thrive in fast-paced and challenging roles. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
4
4
Certifications
Work History
Technical Support Engineer
TraceLink Inc.
02.2021 - Current
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines on the basis of the priority of the case (P1 to P4)
- Maintained clear communication channels with clients throughout the troubleshooting process (Salesforce), ensuring transparency and trust.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Enhanced customer satisfaction (CSAT) by resolving complex technical issues promptly and effectively.
- Conducted root cause analysis of technical issues (Bugs, RFEs), implementing preventive measures for future occurrences.
- Collaborated with cross-functional teams (Engineering, Professional services, Network success manager, Cloud Ops) to develop solutions for recurring technical problems.
- Working on assigned tasks based on ticket priority and SLA to maintain CES Score.
- Analyzing the backend logs on Linux servers, identify the underlying problem, and then report the findings to the engineering team through an internal Jira ticket.
- Mentor new mates and bring them to speed during onboarding.
- Document the Issues and resolution after troubleshooting with the customers on ticket closure to update the portal with KCS that in turn helps customers and teammates to avoid redundant efforts.
- Executed deployments for multiple Tracelink applications and conducted smoke tests to ensure proper functionality of the application both before and after deployment.
- Provide On call support during weekends and handle the escalated customers as SPOC.
- Responded to end-user support requests, providing clear and patient guidance through basic troubleshooting tasks.
- Utilized Postman for executing API calls from customer instances to the Tracelink application.
Sr Technical Support Engineer
Coupa Software Inc
04.2018 - 01.2021
- Day-to-day activities involved setting up Business Entities, Suppliers, COAs, Users, Lookups, Contracts, Approval Chains, Catalogs, Punchouts, and other Coupa setups.
- Managed multiple project timelines simultaneously, ensuring all deliverables were met within established deadlines without sacrificing quality or customer satisfaction levels.
- Created user accounts and assigned permissions.
- Analyze and debug the customer's technical issues, Technical troubleshooting using production log / live logging, SQL queries, troubleshooting P2P Procure to pay (Requisitions, Purchase Orders, Invoices, Inventory, Suppliers) front and backend issues.
- Work closely with cross-functional teams like Product Engineering, Professional Services, QA, Cloud Services, Integrations, Operations, Release Management, and Customer Success counterparts across geographies such as EMEA, North America, and Asia Pacific.
Technical Support Engineer
Tech Mahindra
05.2016 - 04.2018
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Triaged cases within the team and worked on Address validation using TOAD for Oracle Represent these applications on the Deployment call and plan the deployment with the Dev team and the deployment manager.
- SME for applications like MLDB and NSP
- Deploy the release on the production environment Linux servers on weekends and independently handle major releases.
- Participate in troubleshooting Major outage situations for these applications
System Engineer
FIS Global
10.2009 - 05.2016
- Played a key role in migrating the project, and was onsite for 3 months (Boston, M.A – USA). Checked for all the system requirements, phone, and system setup and smoothly transitioned the project.
- Generating daily reports for the Night Cycle (jobs) that run overnight. This report is used by the senior management and various clients to get an overview of the job run status, and also track if there is any missed SLA. Coordinating with the development team to get the cause of the missed SLA and provide RCA to the business.
- Working on tickets logged by the Clients that use the Software – Global Pus, Global Office, and Investors View (Trust Accounting System - StateStreet Bank).
- Find scope for Automation for any manual tasks being done on a daily basis. Independently handled the user administration for the above applications, and worked as a single point of contact for maintaining the access forms for these applications. Logged in, and available on the phones as well to provide phone support to the business for any critical issues.
- Selected to create new procedures (SOP) to improve department productivity and train new team members.
Education
Master in computer application. -
Pune University
Skills
Linux
SQL
Salesforce ticketing tool
BMC Remedy
Service Now
Ticket management
Debugging
Project Management
Application support
Customer Support
JIRA Systems
Incident Management
ITIL Processes
Technical issues analysis
Support Services
Certification
Coupa R28 Certified
Phone
+91 9158998518, +91 9158998518
Timeline
Technical Support Engineer
TraceLink Inc.
02.2021 - Current
Sr Technical Support Engineer
Coupa Software Inc
04.2018 - 01.2021
Technical Support Engineer
Tech Mahindra
05.2016 - 04.2018
System Engineer
FIS Global
10.2009 - 05.2016
Master in computer application. -
Pune University
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