Gurpreet Dhaliwal
Technical Support Engineer
Sacramento,CA
Overview
4
4
years of professional experience
Work History
Technical Support Engineer
Artera
07.2024 - Current
- Utilizes Mirth, Postman, Twilio, Postgres, DataDog, and web-based SaaS Well Health Inc. platform daily to successfully execute case investigations
- Manages personal queue of tickets from users ranging in severity level 1-4, with knowledge and ability to investigate all severity levels, closing out 20+ tickets weekly
- Effectively diagnoses bugs and technical issues within the platform using HL7 knowledge in Mirth, stored database information, and investigative skills to confidently identify next steps towards case resolution
- Troubleshoots data related issues using Looker reports created for various customer issues to analyze a reported problem
- Works closely with Engineering, Integration, DevOps, and Customer Success teams to collaborate and escalate cases via JIRA tickets as needed for further investigation outside of Support
Technical Support Engineer
Grin
11.2023 - 05.2024
- Oversaw and efficiently resolved Tier 3 Technical Support Cases, demonstrating proficiency in troubleshooting complex issues
- Provided mentorship and guidance to junior Support Engineers, fostering their professional development and ensuring consistent service excellence
- Facilitated weekly Support Team case review meetings to analyze and address ongoing challenges, ensuring timely resolution and customer satisfaction
- Proactively monitored key performance metrics such as CSAT scores, resolution times, and other pertinent indicators to drive continuous improvement efforts
Technical Support Engineer
Gem
06.2022 - 08.2023
- Maintained a 96% CSAT Score via email/live chat tickets received in Zendesk
- Tested, troubleshot, and provided technical support for platform and custom integrations by debugging HTTP responses, Browser/Dev Tools, and monitoring tools such as DataDog and Sentry
- Diagnosed production issues and debugging code, analyzing available data via API and SQL
- Wrote external dev docs and internal docs/playbooks for integration, solutions, and knowledge-share with team members
Technical Support Engineer
Fast
04.2021 - 04.2022
- Worked directly with growth/enterprise/strategic sellers to integrate Fast Checkout products on their Ecommerce platform
- Demoed product for existing/new merchants and supported external dev teams for integrations
- Implemented and configured enterprise integrations with HTML, CSS, and JavaScript
- Unblocked partnerships by providing custom solutions for seller-specific needs for gaps in product
Education
Bachelor of Arts - Business Economics
University of Arizona
Certificate - Full Stack Web Development and Computer Science
Bloomtech
Skills
Javascript ES5/ES6
HTML5
CSS
ReactJS
Redux
Node
SQLite
PostgresSQL
undefinedTimeline
Technical Support Engineer
Artera
07.2024 - Current
Technical Support Engineer
Grin
11.2023 - 05.2024
Technical Support Engineer
Gem
06.2022 - 08.2023
Technical Support Engineer
Fast
04.2021 - 04.2022
Certificate - Full Stack Web Development and Computer Science
Bloomtech
Bachelor of Arts - Business Economics
University of Arizona
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