Riyaj Mulla

Product Support Engineer

Hurix Systems Private•  March 2021 - Present

⚫ Providing technical support to customers who use our company's products, including troubleshooting issues related to DB with backend tool SQL Server and APIs. ⚫ Creating and executing T-SQL scripts to troubleshoot and fix issues in SQL Server databases. ⚫ Working with the development team to identify, reproduce, and resolve product issues reported by customers using Jira ticketing tool. ⚫ Generated reports and executed queries to provide data-driven insights to stakeholders. ⚫ Advised customers on the proper use of the product and addressed specific user issues. ⚫ Managed incidents and service requests by prioritizing, escalating, and adhering to service level agreements (SLAs). ⚫ Using Postman tool to test and troubleshoot RESTful APIs and other web services. ⚫ Troubleshot application problems and communicated with stakeholders to understand their requirements and provide effective solutions. ⚫ Collaborating with other members of the support and development teams to identify and implement process improvements. ⚫ Managing and interacting with S3 objects, buckets and folders. ⚫ Communicating with customers and other stakeholders via email,and online support portals to provide updates and solutions to reported issues. ⚫ Participating in on-call rotations to provide 24x7 support for critical customer issues related to SQL Server and APIs.