Nishant Shah

Lead Product Support Engineer

Apptega

Mar 2024 - Current (2 years 5 months)

• Launched Apptega's first centralized support portal using ITIL 4 standards, migrating from email to ticket-based support, with clearly defined SLAs, significantly improving customer experience • Built BI Dashboards to track KPIs including FRT and TTR and achieved 98% SLA compliance within 4 months. • Primary escalation manager for critical customer issues, working with product and engineering teams to prioritize and resolve these issues • Authored SOPs and Knowledge Base articles to streamline and templatize common support and service requests. • Recognized with 36+ appreciations for exceptional cross-team collaboration and customer obsession • Technologies: AWS, Jira, Datadog, Python, GitHub, SAML SSO, BI Dashboards, Real User Moni

Cloud Support Engineer II

Amazon Web Services

Jul 2021 - Mar 2024 (2 years 9 months)

• AWS Cloud Engineer with domain expertise in Serverless technologies including, but not limited to, API Gateway, Lambda, VPC Networking, DynamoDB, CloudFormation, IAM, Step Functions, RDS • Extensive customer support experience troubleshooting complex technical issues faced by enterprise customers. • Develop and troubleshoot Python, Java, and NodeJS modules within the customer infrastructure and provide live support during business-critical events. • Resolved ~31 customer issues monthly, with an outstanding customer rating of 4.92. • As an SME, lead cross-region trainings in API Gateway and Lambda, and mentored 3 new support engineers. • Developed scenarios to explain the system-level workings of different AWS Services and implemente

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Solution Engineer

Appian Corporation

Jul 2019 - Jul 2021 (2 years 1 month)

• Provide full-stack support for Appian's BPM Platform hosted on cloud (AWS, Azure, GCP) and on-premises, Mobile Applications, SAIL programming, Databases, and VPNs with a 98.7% customer case satisfaction review. • Troubleshoot and configure Integrations and Web Services, and support customers with their application design. • Take team responsibilities as Triage and Primary On-Call engineer to keep customer sites up and running. • Work alongside product and engineering teams being the face of the customer to improve Appian's BPM software. • Develop Knowledge Base to solve customer issues better and maintain best practices. • Technologies: Java, MySQL, AWS, REST APIs, SAIL, JBoss, Tomcat, phpMyAdmin, Apache, JIRA, Jenkins, Git

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Software Engineer

Innovation Associates

Jun 2018 - Jul 2019 (1 year 2 months)

• Implemented role-based auth mechanism to reduce unauthorized access, making applications more secure • Developed complex SQL Queries and Procedures, and act as primary technical POC for release management • Technologies: Java, JIRA, Jenkins, Crucible, Git, .Net, SQL Server, Team Foundation Server

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