Tushar Chopra

About Tushar Chopra

I am passionate about exploring and analyzing data, which has been a key part of my role in product support. I have hands-on experience with Python, which I use to automate processes and analyze data efficiently. My technical skills also include HTML, CSS, JavaScript, SQL, Debugging, Tableau, AWS, Elasticsearch, Datadog, New Relic, SOAP APIs, and Postman. These tools have enabled me to troubleshoot effectively and provide high-quality support to clients.My drive to learn and improve constantly motivates me to enhance my skills and knowledge daily. Whether it\'s mastering new technologies or optimizing my approach to problem-solving, I believe in continuous growth. This mindset extends beyond work; I apply the same discipline and enthusiasm to fitness, studies, and even entertainment, ensuring that I’m always progressing. As a fitness enthusiast, I understand the value of consistency and improvement, and I bring that same energy to my professional life.

Experience

1. Senior Technical Support Engineer

   Atlan

   Jan 2025 — Present · San Francisco, CA, US

   Ticket Triage & AssignmentActively manage ticket queues by triaging, prioritizing, and assigning tickets for efficient resolution across the teamProactively follow up with stakeholders and ensure customer issues are never left unattended Customer Issue Resolution & Escalation HandlingTroubleshoot complex issues, collaborate across engineering and PM teams, and provide tailored solutions to customersOwn escalations end-to-end, acting as the voice of the customer while driving cross-functional alignmentCoordinate and resolve major incidents impacting critical customer workflows Product Collaboration & Enhancement RequestsWork closely with Product Managers to surface, scope, and prioritize enhancement requests from customer feedbackSupport the rollout of new features, ensuring customer impact is minimal and communication is clear Engineering Partnership & Data FixesCoordinate with engineering for backend data fixes, including crafting SQL queries and submitting Python-based pull requests (PRs)Create and deploy customized scripts and packages for specific customer needs Onboarding & EnablementAssist in team onboarding through live sessions, training material, and hands-on walkthroughsBuild and maintain internal runbooks and documentation for faster ramp-up and knowledge retention Proactive Platform Monitoring & DeploymentMonitor service health, investigate system alerts, and respond to issues before they impact customersDeploy packages and updates to customer environments with minimal disruption

Education

• Maharaja Surajmal Institute Of Technology

  Bachelor of Technology, Information Technology

  2015 — 2019