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Aryan Khan
Open to opportunitiesL2 Customer Support Engineer
L2 Technical Support Engineer resolving complex B2B SaaS escalations across infrastructure, deployments, applications, and customer systems.
PakistanL2 Customer Support Engineer at Crossover (Trilogy)
Experience
L2 Customer Support Engineer
Handle L2 escalations for complex technical issues across multiple SaaS products, owning tickets from initial investigation through resolution. Troubleshoot production, application, deployment, and Kubernetes-related incidents using logs and observability data, and escalate unresolved issues to Development and SaaS Operations with detailed technical evidence.
ZendeskKayakoJiraConfluenceGitHubOffice 365Oracle ERPWindowsMacOSLinuxLAN WANSQLKubernetesTroubleshootingSLA Management
IT Coordinator
Provided end-user IT support for staff and students, diagnosing and resolving network, hardware, software, and connectivity issues. Installed, configured, and maintained LAN/WAN infrastructure, Wi-Fi, CCTV systems, user accounts, and access permissions while supporting reliable day-to-day IT operations.
LAN WANCCTVSystem AdministrationHardware installationInstallationTroubleshootingUser AccountsTraining
IT Coordinator
Administered Microsoft Office 365, Oracle ERP, and school management systems while providing technical support to staff and users. Managed computer labs and biometric systems, performed software installation and configuration, and diagnosed LAN/WAN connectivity, printer sharing, and day-to-day hardware and software issues.
Office 365Oracle ERPSystem AdministrationInstallationLAN WANPrinter Sharing
Education
Virtual University of Pakistan
Pursued a Bachelor in Computer Science, gaining a strong foundation in computing and technical skills.
Jinnah Islamia College
Completed Intermediate in ICS, focusing on computer science and related subjects.
CORVIT Institute Lahore
Earned CCNA certification, demonstrating expertise in network fundamentals and support.