I’m a results-driven Technical Support Engineer with over 3 years of hands-on experience in supporting enterprise logistics platforms, diagnosing API and system issues, and driving customer success through data and insights. I specialize in L1/L2 technical troubleshooting, API integration assistance, and user adoption enablement, backed by a solid foundation in SQL, Postman, and cloud-based dashboards.
Mar 2022 - Present
At FarEye, I’ve resolved thousands of support tickets with a 95% first-contact resolution rate, streamlined workflows with Jira and Freshdesk, and built intuitive dashboards in Superset, Grafana, and Power BI to drive real-time insights for internal teams and enterprise clients. My support extends beyond reactive issue-solving—I create detailed documentation, lead customer walkthroughs, and enable API integration that boosts adoption and reduces turnaround time.
– API testing & integration using Postman
– Ticket-based issue resolution (Freshdesk, Jira, Zendesk)
– Building analytics dashboards (Power BI, Grafana, Superset)
– SQL query writing and database analysis
– Linux-based troubleshooting and log monitoring
– Technical documentation, user guides, and training content
– Onboarding support and user training for SaaS platforms
Jan 2022 - Mar 2022
– Conducted network and system audits using Kali Linux, Metasploit, and Wireshark to identify vulnerabilities and assess threats.
– Assisted in developing and reviewing security policies to enhance organizational cybersecurity posture.
– Utilized various cybersecurity tools for penetration testing, traffic analysis, and compliance checks.
Jun 2021 - Sept 2021
– Performed manual, functional, and regression testing, created detailed test cases, and logged bugs in Jira.
– Maintained comprehensive documentation of test scenarios and reported progress to management, escalating critical issues as needed.
2017 - 2021
CGPA: 9.17 | Specialized in Software Engineering, Database Management Systems, and Web Development.
• Actively participated in hackathons and coding competitions to sharpen technical and problem-solving skills.
2015 - 2017
• Focused on Mathematics, Physics, and Computer Science, with strong academic performance.
+91 8238847813
patelnisarg330@gmail.com
