Rachna Shivani
Toronto
Summary
6 and a half years of overall experience in the IT&S as an Application Support Engineer and Software Engineer. Passionate about helping customers unlock the full value of their data, with a strong foundation in SQL, APIs, modern data stack tools and streamlining data connectivity and ensuring seamless customer experiences at scale.. Skilled in troubleshooting data pipeline issues, optimizing ETL workflows, Development and Debugging.
Overview
7
7
years of professional experience
Work History
Customer Support Engineer II
Fivetran
08.2022 - Current
- Act as a trusted technical advisor to a portfolio of enterprise and mid-market customers, resolving sync failures, API issues, schema changes, and data load anomalies.
- Own the full ticket lifecycle, from triage and root cause analysis to resolution and post-incident documentation, while maintaining SLA targets and high CSAT scores.
- Partner closely with Product and Engineering to escalate critical bugs, identify product gaps, raise PRs and influence roadmap decisions based on customer feedback.
- Specialized in identifying and resolving sync issues, analyzing stack traces, reading through backend code, and collaborating directly with engineering teams via GitHub PRs.
- Regularly analyze sync metrics and connector logs to troubleshoot performance issues, often using SQL, Postman, and internal tools to dig deep into pipeline behaviour.
- Create and maintain clear, concise knowledge base articles, playbooks, and internal runbooks that reduce escalations and enable customer self-service.
- Help shape the support experience by mentoring new hires, refining workflows, and contributing to tooling improvements.
Senior Software Engineer
Mindtree
01.2022 - 07.2022
- Projects: Apps and PG.
- Experience in development, integration and debugging defects.
- Build projects using Jenkins.
- Raise Change Request and Deployment Request using internal tools.
Application Support Engineer II
FactSet
10.2021 - 01.2022
- Work with the product development team and Engineers for enhancements in the applications.
- Contribution to make the Standard Operating Procedures.
- Provide ER proposal and Testing.
- Make contribution in rule proposals for the Diagnostic logs.
- Work and communicate with other engineering department to replicate and fix bugs in the software.
- Training for new hires.
- Projects: Single Sign-On, Workstation Passcode
Application Support Engineer I
FactSet
10.2019 - 09.2021
- Work closely with client IT departments to upgrade versions, deploy new installs and troubleshoot issues with the Factset software and connectivity.
- Provided technical input in reviewing architecture, policies, and procedures to ensure that security, backup, failover, alerting, and disaster recovery mechanisms were in place.
- Ensured production environments and data centers were equipped with proper level of resources to scale as per business needs.
- Managing critical escalations internally and from external clients.
- Work in virtual environment to reproduce issues and to find bugs in the software.
- Configure and deploy the software in Citrix and terminal service Environments.
- Utilize my strong communication skills to work with clients to help find and report bugs in the software.
- File enhancement requests for improving our internal tools and software
- Projects: Nice-In Contact, FTS.
Associate Application Support Engineer
FactSet
10.2018 - 09.2019
- Joined the company as 1st pilot batch in new TSE (Technology Solutions Engineering) team.
- Went to production after 2 months of training and started dealing with client’s issues over phone and email.
- Support FactSet clients with issues related to installation, connectivity, slowness, crashing, Office Integration.
- Utilize my strong communication skills to work with clients to help find and report bugs in the software.
Education
Bachelors of Engineering - Computer Science
Vedika Institute of Technology, RKDF
Bhopal, India07-2018
Skills
- Languages & Querying: SQL, GraphQL, Java, JSON, Linux/Unix
- Data Integration and Cloud: Fivetran, REST APIs, ETL/ELT principles, DBT, AWS, BigQuery, GCP
- Monitoring & Debugging: Postman, Looker, NewRelic, Grafana, Internal Fivetran logs/tools
- Support & Workflow Tools: Zendesk, Jira, Stack trace analysis, Github, Buildkite, Slack
Accomplishments
- Blue Ribbon for achieving 100% quality audit score, H4, FY 19.
- Bullpen Award to provide advice and guidance, Q2, FY 20.
- Peer Nomination Award - October 2024
Timeline
Customer Support Engineer II
Fivetran
08.2022 - Current
Senior Software Engineer
Mindtree
01.2022 - 07.2022
Application Support Engineer II
FactSet
10.2021 - 01.2022
Application Support Engineer I
FactSet
10.2019 - 09.2021
Associate Application Support Engineer
FactSet
10.2018 - 09.2019
Bachelors of Engineering - Computer Science
Vedika Institute of Technology, RKDF
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