Product Support Engineer (SaaS & API)

RADHIN SHAH - Product Support Engineer

Canada **********@*****.*** linkedin.com/in/radhin-shah

SUMMARY & HIGHLIGHTS

A Product Support Engineer with 4+ years supporting enterprise SaaS applications, APIs, integrations, authentication systems, and mission-critical software platforms.

Resolved 2,500+ technical support incidents involving SaaS platforms, APIs, databases, SSO authentication, and cloud-hosted applications.

Proficient in SQL analysis, REST/SOAP APIs, root cause analysis, escalation management, and enterprise application troubleshooting.

Maintained customer satisfaction scores between 8.9 and 9.3 while meeting SLA commitments and mentoring 8 junior support professionals.

Excellent communication & leadership, team management skills. TECHNICAL SKILLS

Application & Product Support: Incident Management, Root Cause Analysis, Escalation Management, SLA Management, Production Support, Technical Troubleshooting, Knowledge Base Development Authentication & Identity Management: SSO, SAML, OAuth, LDAP, SCIM Provisioning, User Access Management

Integration & APIs: REST APIs, SOAP APIs, Webhooks, API Troubleshooting, Integration Support, Postman, SoapUI

Databases: SQL, MySQL, Oracle, SQL Server, Query Analysis, Data Validation Service & Incident Management: Change Management, Escalation Management, Stakeholder Communication, Service Delivery

CI/CD: Jenkins, Bamboo, Git, Maven

Enterprise Platforms & Support Tools: Jira, ServiceNow, Zendesk, Freshservice, Salesforce, QMetry, Reflect

Programming & Scripting: Java, JavaScript, C#, HTML, CSS Systems & Infrastructure: Windows Server, Linux (RHEL, Ubuntu), Docker, Podman, AWS Hosted Environments, Application Installation & Configuration, System Monitoring, Log Analysis PROFESSIONAL EXPERIENCE

Product Support Engineer - QMetry (SmartBear Software) Dec 2024 – Jun 2026

• Provide L2/L3 technical support for enterprise test management and QA automation platforms used across 14 enterprise customer environments globally.

• Owned and resolved approximately 50 technical support cases monthly involving SSO, SAML, OAuth, SCIM provisioning, APIs, integrations, authentication workflows, and application configuration while maintaining a customer satisfaction score of 9.3/10.

• Supported and troubleshot 15+ enterprise integrations, including Jira, Jenkins, Bamboo, Maven, Azure DevOps, and other software development platforms.

• Investigate application logs, backend data, and SQL queries to identify root causes, validate defects, and deliver timely technical resolutions.

• Authored and maintained 70+ knowledge base articles and mentored 3 junior support engineers, improving onboarding effectiveness and issue resolution consistency. Application Support Analyst - Trapeze Group (Modaxo Inc.) Nov 2022 - Dec 2024

• Accountable for supporting mission-critical transportation and transit management software platforms used by major North American transit agencies.

• Owned approximately 30 support cases monthly involving production incidents, application functionality, integrations, and operational issues while maintaining a customer satisfaction score of 8.9/10.

• Supported 3 enterprise software integrations and participated in deployment validation, software testing, patch verification, and application upgrade activities.

• Authored 20+ knowledge base articles and technical documentation to accelerate issue resolution and improve knowledge sharing across support teams.

Technical Solutions Advisor - Agilysys Canada Inc. Nov 2021 - Nov 2022

• Delivered technical support for hospitality, POS, and enterprise software solutions supporting hotel, restaurant, and gaming operations.

• Answerable for approximately 100 support cases monthly involving application, hardware, network, and configuration-related issues while maintaining a customer satisfaction score of 9.0/10.

• Accountable for supporting and troubleshooting 25+ integrations involving hospitality systems, POS platforms, payment processing solutions, and third-party applications.

• Collaborated with product and engineering teams to investigate software defects, validate fixes, and improve customer issue resolution.

• Mentored and provided technical guidance to 5 junior support professionals while ensuring SLA compliance and service quality standards.

EDUCATION

MBA, Data Science & Business Analytics (Expected) 2026 Dr. D. Y. Patil Vidyapeeth University

Diploma, Computer Engineering Technician - Northern College 2021 Bachelor of Computer Applications - Sardar Patel University 2019 PROJECTS

Activity Leave Management System

Technologies: JavaScript, HTML, CSS3, ASP.NET, Oracle Database

• Developed a web-based leave management system to streamline the approval process for students participating in extracurricular activities.

• Built responsive user interfaces using JavaScript, HTML and CSS to enable students and faculty to submit, review and manage leave request.

• Developed backend modules using ASP.NET to handle user authentication, leave workflows and business logic.

• Designed an Oracle database to securely store student records, leave applications, approval status and activity details.

• Implemented role-based access for students, faculty coordinators and administrators to ensure secure access to application features.

CERTIFICATIONS

Microsoft Certified: Azure Fundamentals 2024

ACHIEVEMENTS

Gold Medallist – Bachelor of Computer Applications

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