Technical Support Engineer Cloud Applications Specialist

Sreeja Salim

Colorado Springs, CO ***** 719-***-**** ******.**********@*****.***

LinkedIn: https://www.linkedin.com/in/sreejasalim

PROFESSIONAL SUMMARY

Technical Support Engineer with 2 years of experience providing front-line and Tier-2 support for PaaS based cloud-hosted enterprise web applications. Strong expertise in application troubleshooting, incident triage, log analysis, and customer communication. Proven ability to diagnose deployment, startup, performance, networking, and availability issues, and to collaborate closely with engineering teams to restore service reliability. Recognized for structured problem-solving, clear documentation, and customer-focused support delivery.

TECHNICAL SKILLS

• Technical Support & Incident Management PaaS Application Support SaaS Environments

• Application Deployment, Scaling & Configuration Troubleshooting

• Startup Failures, Performance & Availability Issues

• HTTP Error Analysis

• Containerized Application Troubleshooting

• Networking Fundamentals (DNS, Ports, Outbound Connectivity)

• Log Analysis, Event Logs & Diagnostic Tracing

• Root Cause Analysis (RCA) & Incident Documentation

• Quota, Capacity & Resource Utilization Analysis

• Monitoring & Diagnostics Tools

• PowerShell (Basic) SQL (Basic) Java (Basic)

• Version Control (Git/GitHub)

• Customer Communication & Stakeholder Coordination

• Cross-team Collaboration (Engineering & Operations)

• Process Improvement via Recurring Issue Analysis PROFESSIONAL EXPERIENCE Technical Support Engineer TeKnowledge Global Limited, Colorado Springs, CO Apr 2024 – Dec 2025

• Delivered front-line and Tier-2 technical support for cloud-based web applications, resolving issues related to deployments, scaling, configuration, and application startup failures.

• Diagnosed and resolved application timeouts, HTTP 502/503 errors, bad gateway responses, and performance degradation using logs, diagnostics, and event telemetry.

• Supported containerized workloads by isolating root causes across application, platform, and network layers.

• Investigated network connectivity issues including DNS resolution failures, outbound connectivity restrictions, and port-level communication problems.

• Performed incident triage, prioritized customer-impacting issues, and drove timely resolution in alignment with SLA commitments.

• Authored clear, detailed documentation of investigations, root causes, and resolutions for both customers and internal stakeholders.

• Collaborated closely with engineering and operations teams to escalate complex issues and validate permanent fixes.

• Identified recurring incident patterns and recommended platform and process improvements to enhance reliability and operational efficiency

EDUCATION Master of Science, Information Technology Mahatma Gandhi University April 2012 Bachelor of Science (Physics) Mahatma Gandhi University Mar 2007 CERTIFICATIONS AWS Certified Solutions Architect - Associate (2022-2025)

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