Technical Support Engineer

Technical Support Engineer focused on AWS, Linux, Networking, Security, DevOps, Docker, Kubernetes, Azure, and Observability

I help teams solve complex technical issues across cloud infrastructure, containers, monitoring, integrations, and security tools. I enjoy building reliable systems, improving performance, and making enterprise environments easier to support and operate.

About Me Contact Me

5+ years experience

AWS Certified

Employee of the Year 2025

About Me

Self-motivated technical support engineer with 5 years of experience in DevOps, AWS, networking, and technical support. I thrive at the intersection of cloud technology, automation, and infrastructure management, with a strong focus on streamlining deployments, optimizing system performance, and supporting high-availability environments.

DevOps & Cloud: Skilled in AWS services, CI/CD pipelines, Docker, Kubernetes, and Terraform, enabling faster and more reliable deployments.

Networking & Security: Strong background in networking protocols, firewalls, VPNs, and cloud security best practices, helping build resilient infrastructure.

Technical Support & Troubleshooting: Experienced in diagnosing complex system issues, improving performance, and increasing reliability across diverse IT environments.

Passionate about automation, cloud architecture, and continuous improvement, I enjoy solving challenging problems and optimizing IT workflows.

DevOps & Cloud

Skilled in AWS services, CI/CD pipelines, Docker, Kubernetes, and Terraform, helping teams build faster, more reliable, and more scalable deployment pipelines.

Networking & Security

Strong background in networking protocols, firewalls, VPNs, and cloud security best practices, with a focus on building resilient and secure infrastructure.

Technical Support & Troubleshooting

Experienced in diagnosing complex system issues, enhancing performance, and improving system reliability across diverse IT environments through structured troubleshooting and clear communication.

Core Technical Skills

A structured overview of the tools, platforms, systems, and technologies I use across cloud operations, technical support, networking, observability, automation, and infrastructure management.

Cloud Platforms

AWSAzureVPCEC2Route53S3CloudFrontIAMLambdaSQSSNS

Databases

MySQLOracleAmazon RDSDynamoDBPostgreSQL

Programming & Scripting

PythonPowerShellBash

Operating Systems & Administration

LinuxCentOSUbuntuWindows Server 2012Windows Server 2016macOS

Virtualization

VMwarevSphereHyper-VKVMOpenStack

Containers & Orchestration

DockerKubernetesECSEKS

Automation & DevOps

TerraformAnsibleVagrantGitLab CI/CDJenkinsGitHub Actions

Monitoring & Observability

GrafanaPrometheusCadvisorNode ExporterKibanaDatadogSplunkOpenTelemetry

Security & Integrations

REST APIsWebhook IntegrationsSplunkCrowdStrikeSentinelOneSIEM/SOAR

Version Control

GitGitHubGitLabBitbucket

Networking

TCP/IPDNSDHCPNATSubnettingVLANsRouting & SwitchingFirewall ConfigurationVPNWiresharkTCPDumpCisco Packet TracerTracerouteNetstat

Enterprise Support Platforms

ZendeskJiraConfluenceLog AnalysisCustomer EscalationsPOC SessionsTechnical OnboardingProduction Troubleshooting

800+Successful deployments and environment validations

100%CSAT through technical case resolution

40%Increase in successful onboarding through POC sessions

2025Employee of the Year recognition at Superna

What I bring

Hands-on support across Linux, Windows, AWS, Azure, Docker, networking, webhooks, observability stacks, and customer escalations in enterprise software environments.

Core focus

Cloud infrastructure, production support, monitoring, containerized workloads, networking, and security-aware troubleshooting for modern platforms.

Experience

My background combines advanced technical support, cloud and storage environments, security troubleshooting, customer onboarding, and close collaboration with engineering teams.

Technical Support Engineer II

Superna Inc. · Remote · 01/2023 – Present

Current Role

Promoted to Level 2 to lead resolution of escalated customer issues involving Docker containers, networking, webhook integrations, observability platforms, and enterprise onboarding use cases.

Handled advanced troubleshooting across Grafana, Prometheus, Apache Kafka, and Apache Solr.
Led customer kick-off and proof-of-concept sessions, contributing to a 40% increase in successful onboarding.
Collaborated with development and design teams through Jira for bug reporting, design clarifications, and regression support.
Led knowledge transfer sessions and built reusable Zendesk macros to improve case resolution speed.
Maintained step-by-step playbooks in Confluence and supported high-availability enterprise environments.

Technical Support Engineer I

Superna Inc. · Ottawa, ON · 10/2021 – 12/2022

Supported installation, configuration, upgrades, and troubleshooting of Superna software across disaster recovery, ransomware defense, and data orchestration environments.

Maintained an average case resolution time under 48 hours and contributed to a 100% CSAT score.
Worked hands-on with Dell Isilon clusters and protocols including NFS, SMB, DNS, and HDFS.
Supported workflows archiving data from Isilon clusters to AWS S3, Azure Blob, Google Cloud Storage, and Wasabi.
Performed upgrades and pre-install validations across 800+ successful deployments and environment validations.

Technical Services Engineer

Check Point Technologies · Ottawa, ON · 05/2019 – 09/2021

Provided customer and reseller support for VPN, firewall, and network connectivity issues while assisting with upgrades, deployments, and remote troubleshooting of security products.

Troubleshot VPN configurations, firewall rules, and network traffic using packet analysis tools such as Wireshark.
Diagnosed issues involving OSPF, BGP, ARP, SIP, H.323, and TCP/UDP communication flows.
Created Bash scripts to automate troubleshooting and log collection.

Projects

Projects that reflect how I approach cloud infrastructure, monitoring, automation, and practical troubleshooting in modern environments.

Featured Project

AWS Observability Stack for Containerized Applications

Built a Docker-based observability environment on an AWS EC2 instance to monitor both application-level and host-level performance using Grafana and Prometheus.

Deployed Nginx, an application container, Grafana, Prometheus, Cadvisor, and Node Exporter in a Dockerized environment.
Configured Prometheus for metric collection across containers and host infrastructure.
Built custom Grafana dashboards for real-time application and system monitoring.
Improved visibility into service health, container performance, and server metrics.

AWS EC2DockerGrafanaPrometheusCadvisorNode ExporterNginxLinux

Project

Personal Cloud Storage & DNS Services

Created a secure personal cloud storage environment with authentication, quota management, and DNS-based service discovery for Docker container services within a local network.

Designed a local infrastructure setup for secure access and service organization.
Implemented authentication and quota controls for better usability and management.
Integrated DNS-based service resolution to support container-based workflows.

DockerLinuxDNSNetworkingSystem Administration

Certification

AWS Certified Solutions Architect – Associate

Demonstrated ability to design and deploy scalable, highly available, and fault-tolerant systems on AWS while balancing performance, security, and cost-efficiency.

"Click to view my certificate"

Recognition

Employee of the Year — 2025

Recognized for strong customer satisfaction, case ownership, peer support, and technical knowledge sharing.

Contact

Let’s connect

I am open to technical support, cloud, infrastructure, observability, and platform-focused opportunities where I can contribute strong troubleshooting, customer communication, and systems knowledge.

Email:

shreekunj59@gmail.com

Location

Toronto, ON, Canada

linkedin.com/in/shreekunjpatel/