Technical Support Engineer with Incident Management Expertise

Sachin Jindal

New Delhi, India +91-971******* **************@*****.***

PROFESSIONAL SUMMARY

Customer-focused technical professional with experience in troubleshooting production issues, resolving customer-impacting problems, and supporting large- scale systems. Skilled in incident handling, root cause analysis, and cross-team coordination. Strong communicator with the ability to simplify technical issues for end users and ensure smooth customer experience. PROFESSIONAL EXPERIENCE

Amazon — Technical Support-Oriented Software Engineer (Aug 2022 – Oct 2023)

Resolved customer-impacting issues in Kindle content services, improving reliability and user experience

Participated in on-call support, handling production incidents and reducing customer tickets

Investigated and fixed incorrect API calls affecting customer data flow

Monitored system health using logs, metrics, and alerts to proactively detect failures

Improved debugging efficiency by implementing logging, monitoring, and alert mechanisms

Collaborated with cross-functional teams to resolve issues and ensure service continuity

Supported high-volume systems handling large-scale customer updates

Contributed to documentation for troubleshooting and operational processes KEY SKILLS

Customer Issue Resolution, Incident Management, Troubleshooting & Debugging, Communication & Coordination, Root Cause Analysis

System Monitoring & Logs, Basic SQL & Databases, APIs & Backend Systems, Java (Working Knowledge)

PROJECTS

News Application: Developed an application to fetch and display real-time news; handled API responses and errors

Explore Ratings: Built a JavaFX-based app to display ratings and summaries

Digit Recognition: Created a machine learning model to recognize digits from images

EDUCATION

B.Tech – Computer Science Engineering, Guru Gobind Singh Indraprastha University (2018 – 2022)

ACHIEVEMENTS

Solved 500+ problems on coding platforms

HackerRank Gold Badge in Problem Solving & Java

VOLUNTEERING & ACTIVITIES

Pehchan NGO: Educated underprivileged students

Leaders for Tomorrow: Participated in social initiatives

Theatre Play: Mental health awareness performance ADDITIONAL STRENGTHS

Strong empathy and patience in handling users

Ability to explain technical issues in simple terms

Calm under pressure during high-pressure situations

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