Amay Sharma
Product Support Engineer
- Role
- Product Support Engineer at IDfy
- Location
- Thane, IN
- LinkedIn followers
- 500 followers
About Amay Sharma
I am a results-driven professional with experience in resolving client issues as a Product Support Engineer at IDfy, specializing in API monitoring, incident management, and customer-focused solutions. With a strong technical foundation in, Python scripting, SQL, and HTTP protocols, I have a proven track record of delivering innovative projects, including IoT-based home automation and forged image detection using machine learning. Let’s connect!
Experience
Product Support Engineer
Mar 2024 — Present · IN
Experienced and customer-focused Support Engineer with 1 year of proven expertise in resolving technical issues, monitoring systems, and ensuring seamless client operations. At IDfy, successfully resolved over client issues within stringent SLAs for major clients like HDFC Bank, Dream11, Axis Bank, Gameskraft, and international partners. Adept at ensuring high system reliability and delivering top-notch customer experiences.Core Competencies:System Monitoring & Incident Management: Proficient in tools like Grafana and Kibana for real-time monitoring and troubleshooting of API downtimes, ensuring minimal disruption to client operations.API Expertise: Strong understanding of HTTP/HTTPS protocols, including GET/POST and sync/async requests, with hands-on experience using Postman API for testing and debugging.Scripting & Automation: Skilled in Python scripting to automate processes, streamline workflows, and enhance system efficiency.Customer Relationship Management (CRM): Leveraged platforms like Freshdesk and Confluence to manage client communications, document resolutions, and improve support processes.Data Visualization & Reporting: Developed and maintained dashboards for actionable insights, facilitating proactive decision-making for both technical and business stakeholders.Service-Level Agreement (SLA) Adherence: Consistently delivered high-quality support within SLA timelines, showcasing excellent time management and prioritization skills.Strengths & Achievements:Proficient in resolving complex client queries and providing technical guidance across diverse industries, from banking to gaming.Extensive experience documenting error resolutions and creating knowledge bases to enhance team efficiency.Committed to proactive problem-solving, with a focus on client satisfaction and operational excellence.
Education
Thakur College of Engineering & Technology
Bachelor of Technology - BTech
2020 — 2023
Shantinagar high school
High school
2016 — 2017
Thakur polytechnic
Diploma
2017 — 2020
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