Sid Sidhu

***** *** ********, *** *****, CA *****

702-***-****, ad3grb@r.postjobfree.com

in: www.linkedin.com/in/SidRocks

Technical Summary

Familiar with: Python, C++, Java, Matlab

GRAPHIC & WEB: Postman, Wordpress, Drupal, Adobe Photoshop, HTML, JavaScript, APIs Software And Technologies: Kubernetes, Docker, Various AWS (EC2, S3, Cloudwatch, Lambda, Cloudtrail, Cloudfront), GCE, Azure, Linux, MDM/MAM solutions, Mobile Development platforms, Xcode, Eclipse, Totango, A, Trello, Hubspot, Salesforce, JIRA, Zendesk, Desk.com, Sendgrid, Product APIs/SDKs.

Professional Experience:

Customer Success Manager / Project Manager (Amazon) 01/2021 - 01/2022 Safehub, San Francisco

Safehub has built the world’s first IoT-based analytics platform to reduce business interruption losses from catastrophic events for enterprise customers by remotely monitoring real-time structural damage.

- Customer onboarding and customer success.

- Developing the internal processes to deliver value to users of the Safehub Platform and scale the business.

- Manage the engagements with key accounts and reduce churn rate.

- Leading technical training initiatives and demos.

- Conveying customer feedback to the technical team as part of the product development process.

- Product Operations such as automations, deployment of sensors, building risk profiles management.

- Technical Documentation, Video Production and Digital Marketing. SaaS Value Engineer 01/2020 - 9/2020

VMware, Palo Alto, CA

Wavefront is the leading SaaS real-time observability platform for metrics, histograms, and distributed tracing.

- Drive customer success using Wavefront through consultation, training, on-site, and remote enablement.

- Proactive reviews, internal advocacy of customer needs, and alignment of internal resources. Customer Success Engineer

Instana Inc (Acquired by IBM), USA/Germany 01/2018 - 01/2020

Help customers succeed with the deployment of automatic infrastructure and application monitoring using APIs/SDKs.

- Assist in resolution of challenges encountered with 90+ microservice technologies after the agent is deployed in their infrastructure/Cloud for SaaS/On-Prem installation.

Analyze customer data to recommend proactive solution and/or advise the customer/product team

Dig into customer usage data using health metrics and analyse data to help improve product adoption and detect issues at early stage

Self resolve issues via email/phone/web and escalate them to the engineering team as needed.

- Collaborate with the customer/engineering team to get all information needed to quickly resolve issues with minimal back and forth (teams are working in different time zones).

Monitor slack channels for customers and follow up, providing them a way to get quick answers for short questions and avoiding the hurdle of opening a support ticket.

Proactively track customer health via periodic checks-ins, monitor product usage, schedule customer meetings, and onboard new customers.

Assist product team to prioritize the feature requests, discuss technical requirements with customers during meetings and act as a customer advocate when dealing with customer reported issues/features.

Contribute to the knowledge base by writing articles to help with answering frequently asked questions and hence lowering the ticket volume and improving efficiency.

Build strong relationships with the entire team when visiting onsite for training/QBR/Sales kickoffs.

First CS Engineer hired. Helped grow the team and ramp up new team members quickly by mentoring and training new CSE/TAM/CSMs.

Customer Success Engineer

LogglyInc (Acquired by SolarWinds), San Francisco, CA 09/2015 - 01/2018

Resolved technical issues related to agentless logging solution that could be integrated with a broad range of systems.

-Debugging using network traces, fiddler, console logging, Visual Studio

Assist developers in implementing APIs and SDKs and help getting started.

Managed a community of developers and followed up with their technical questions/feature requests/bugs.

- Tested and created docs for new libraries/plugins submitted by community members.

Created weekly customer success reports for the executive staff.

Helped improve the product by reporting Customer feedback and submitting enhancements to the product team.

Entered new/updated subscription orders into the Loggly billing system. Developer Support Engineer

Crittercism Inc (Acquired by VMware), San Francisco, CA 03/2014 - 10/2015

Helped developers integrate and use Crittercism APIs and SDKs effectively in mobile apps.

Answered customer queries, troubleshoot and resolve product issues via phone/email/community/onsite visits.

Assisted in optimizing customers’ product usage by publishing KB articles, how to videos and docs.

Setup, managed and administered an Online Developer Community.

Designed and delivered training material for developers Senior Technical Support Engineer Mobile Platforms Zenprise (Acquired by Citrix),Santa Clara, CA 11/2012 - 03/2014

Provided Customers and Partners award winning technical support on the Citrix Mobile Platforms.

- Provide customization options using APIs and assist in deploying SDKs.

Published technical articles in Citrix’s online knowledge base.

Documented cases, recommendations, and resolutions in the CRM system.

- Filed bugs, analyzed logs and followed up with Engineering/Customers. Tier 3 Engineer

Axcient Inc, Mountain View, CA 5/2012 - 8/2012

Resolved, handled and managed level 3 escalations for onsite and offsite SaaS backup solution.

- Bridged the gap between engineering and the support department.

Verified escalations before they were sent to the engineering team.

Provided technical training to support team and prepared them for changes in the next release. Tier 2 Technical Support Engineer

Barracuda Networks Inc, Campbell, CA 1/2008 - 5/2012

Supported NG Firewall, Web Filter, Flex, Spam and Virus Firewall, Yosemite Server Backup.

Interfaced with customers and shared debug data with the development and product management teams for bug fixing and for conveying feature requests.

Documented technical evaluations/analysis and contributed to knowledge base technical solutions.

- Worked cross-functionally and maintained excellent working relationships with customers, field service, sales and marketing teams

Provided training to new support engineers.

Academic Qualification:

M S (Computer Science and Engineering) 2003 - 2005 B S (Electronics and Communications Engineering) 1998 - 2002

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