Technical Support Engineer - SaaS, IoT, Networking
Resume:
Kusuma Pakeer
******@************.*** • 814-***-**** • Ohio • https://www.linkedin.com/in/kusuma-pakeer/ SUMMARY
Technical Support Engineer with 3+ years of L1/L2 support experience across SaaS platforms, embedded systems, and network-connected devices. Expertise in incident management, RCA, production support, log analysis, and performance troubleshooting, with hands-on experience in TCP/IP networking and industrial protocols (MQTT, Modbus, UART, SPI, I2C). Proven ability to handle P1/P2 escalations, reproduce customer environments, and partner with engineering teams to resolve complex technical issues while maintaining high SLA standards. EXPERIENCE
Cisco Systems, Technical Support Engineer
Oct 2024 - Present
Delivered L2 technical support for embedded networking and SaaS-integrated solutions, troubleshooting configuration errors, connectivity failures, firmware issues, and performance bottlenecks, maintaining high SLA compliance and customer satisfaction.
Resolved complex customer-reported incidents by analyzing system logs, backend application behavior, and network traffic
(TCP/IP, MQTT, Modbus), reducing recurring technical issues by 20%.
Diagnosed authentication, API integration, and data synchronization issues across hardware and cloud-connected platforms, performing root cause analysis (RCA) and implementing permanent corrective solutions.
Reproduced customer environments in lab setups to isolate defects, validate firmware updates, and test configuration changes before production rollout, improving first-time resolution rates by 25%.
Collaborated with engineering and product teams to escalate high-severity issues (P1/P2), providing detailed incident documentation, replication steps, and technical logs to accelerate defect resolution cycles.
Conducted system health monitoring and proactive troubleshooting during pilot deployments, identifying potential performance risks early and preventing production outages.
Created and maintained technical knowledge-base articles, troubleshooting guides, and configuration documentation, reducing repetitive support tickets and improving customer self-service adoption.
Assisted customers with hardware integration and network setup validation, ensuring proper protocol alignment (UART, SPI, Ethernet) and stable communication between devices and SaaS platforms.
Managed incident tracking, escalation workflows, and customer follow-ups through CRM/ticketing systems, improving case visibility and response turnaround times.
CitiusTech, Application Support Engineer
Jan 2020 - Dec 2021
Delivered comprehensive L1 and L2 support for healthcare SaaS applications, resolving more than 400 customer tickets involving performance issues, login failures, and data inconsistencies while maintaining an overall SLA compliance rate of 95 percent.
Investigated and resolved over 200 database-related issues using SQL, including missing patient records, incorrect data mappings, ETL processing failures, and dashboard discrepancies, ensuring accurate healthcare reporting and consistent system performance.
Collaborated with engineering, QA, and product teams to reproduce, analyze, and resolve more than 100 customer-reported software defects, reducing average bug resolution time by 25 percent and improving product stability across releases.
Created more than 30 detailed knowledge-base articles documenting solutions, best practices, and troubleshooting steps, helping onboard 15 new clients and increasing customer self-service usage by 18 percent, reducing repetitive support incidents.
Monitored application health by reviewing system performance metrics, background jobs, and error logs, proactively identifying issues and preventing more than 50 potential outages that could have impacted customer workflows or patient data access.
Participated in pre-release validation and post-deployment system checks for multiple production releases, ensuring stable rollouts, identifying early defects, and reducing the number of customer-impacting issues across new software updates. EDUCATION
Gannon University
Master of Science • Embedded Software Engineering
Course Work: Embedded Systems Design, Embedded C / C++ Programming, Microprocessors & Microcontrollers, Real-Time Operating Systems (RTOS), Embedded Linux Fundamentals, Debugging & Fault Diagnosis in Embedded Systems, Communication Protocols (UART, SPI, I C, CAN), Operating Systems. Device Drivers / Low-Level Programming, Software Testing & Validation (Unit
& Integration Testing)
Kusuma Pakeer - page 2 of 2
SKILLS
Technical Support & Incident Management
L1/L2 Support, Incident Management, Root Cause Analysis (RCA), Production Support, Log Analysis, Defect Reproduction, Escalation Handling (P1/P2/P3), SLA Monitoring, Performance Troubleshooting, Customer Issue Resolution, System Health Checks
SaaS & Application Support
SQL Querying, Data Validation, API Troubleshooting, Authentication & Access Issues, Data Synchronization Errors, Backend Issue Analysis, ETL Investigation, Release Validation, Dashboard & Reporting Issue Resolution Networking & Protocols
TCP/IP, DNS, DHCP, Ethernet, MQTT, Modbus, Network Connectivity Troubleshooting, Packet Flow Analysis, Routing & Switching Fundamentals, UART, SPI, I2C
Tools & Platforms
Salesforce CRM, SQL Server, MySQL, Embedded Linux, Log Monitoring Tools, CRM/Ticket Tracking Systems, Microsoft Excel, Technical Documentation, Knowledge Base Creation
Programming & Technical Foundations
C, C++, Embedded C, Debugging & Fault Diagnosis, Basic Shell Commands
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