Sejal Aggarwal

Software Engineer

Gurugram, Haryana, India3 yrs 7 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Achieved 95% client satisfaction consistently.
Automated support tasks, enhancing operational efficiency.
Managed critical incidents during live events.

Stackforce AI infers this person is a SaaS Application Support Engineer with strong technical troubleshooting and client management skills.

Contact

sejal.aggarwal@cvent.com LinkedIn

Skills

Core Skills

Application SupportIncident ManagementClient Support

Other Skills

API troubleshootingAWS CloudWatchAmazon CloudWatchAmazon Web Services (AWS)Analytical SkillsAutomationCascading Style Sheets (CSS)Client CommunicationCouchbaseCustomer SatisfactionCustomer Satisfaction (CSAT)Customer SupportDatabasesDatadogDebugging

About

I'm a Technical Support Engineer with 3.5 years of experience supporting SaaS and B2B platforms, where I resolve critical production issues, collaborate with cross-functional teams, and analyze complex technical problems. Key strengths include: → Conducting root-cause analysis using logs, APIs, and SQL queries → Managing client escalations while consistently meeting SLA targets above 95% → Troubleshooting live production environments to reduce recurring issues and ticket volume → Creating clear documentation and self-service resources to empower clients Tools & technologies: Postman, Jira, MySQL, Kibana, Linux, Rest API, Splunk, and Datadog. I've worked across diverse geographies and time zones, contributing to improved platform stability and enhanced customer satisfaction.

Experience

Cvent

3 roles

Application Support Engineer II

Promoted

Feb 2024 – Present · 2 yrs 1 mo · Gurugram, Haryana, India

Top priorities: Bug fixes, escalation handling, custom reporting, client unblocking, proactive monitoring, reducing app crashes, and live event support.
Client Support & Incident Handling
→ Managed critical client issues, ensuring quick resolutions during live events.
→ Specialized in API troubleshooting and incident coordination to minimize downtime.
→ Provided 12-hour weekend support shifts to ensure continuous client service coverage.
Bug Identification & Issue Resolution
→ Identified high-severity bugs, escalated issues, and worked with dev teams for prompt fixes.
→ Provided workarounds to ensure continued operations during critical incidents.
Automation & Development
→ Automated tasks with Python scripts, improving operational efficiency.
→ Created reports with MySQL, MongoDB, and Couchbase to enhance decision-making.
→ Contributed to Appsupport Toolbox 2.0 with JavaScript and React.
→ Developed a Chrome extension to speed up client support during live events.
Monitoring & Infrastructure
→ Set up 15+ Datadog monitors to reduce app errors and improve error detection.
→ Monitored RMQ queues to prevent message pile-ups and maintain system stability.
Application Migrations
→ Managed 5+ app migrations, achieving a 95% success rate.
→ Migrated reports and accounts to superblocks using JavaScript.
Team Mentorship & Peer Support
→ Mentored new team members, guiding them through tools, processes, and best practices.
→ Assisted in onboarding by conducting walkthroughs and sharing critical support insights.
→ Reviewed peers' tasks and provided constructive feedback to maintain quality and consistency.
→ Acted as a go-to resource for technical queries, fostering team collaboration and growth.

PythonMySQLMongoDBCouchbaseJavaScriptReact+4

Application Support Engineer

Jul 2022 – Jan 2024 · 1 yr 6 mos · Gurugram, Haryana, India

Top Priorities: Proactive alert monitoring, creating DataDog synthetics, knowledge management, and client satisfaction.
Client Support & Communication
→ Managed 200+ JIRA tickets monthly, achieving 95% client satisfaction.
→ Consistently meeting response and resolution SLAs.
→ Delivered clear updates and translated technical issues into actionable steps.
Monitoring & Troubleshooting
→ Monitored performance with Datadog and AWS CloudWatch to resolve issues proactively.
→ Collaborated with engineering to escalate and resolve complex issues.
→ Used Splunk and CloudWatch for real-time diagnostics, cutting response time.
Documentation & Knowledge Management
→ Documented troubleshooting steps and created support guides to improve efficiency.
→ Maintained accurate internal documentation for future reference.
Collaboration & Process Improvement
→ Worked with engineering, product, and QA teams to prioritize technical issues.
→ Implemented process improvements to reduce ticket volume.
→ Worked in rotational shifts to provide 24/7 support.