Lead technical investigations, product insights, and operational scalability initiatives across Snap’s Ads Platform, improving platform reliability, advertiser experience, and operational efficiency.

Product Impact & Platform Reliability

*Lead technical investigations, product insights, and scalability initiatives across Snap’s Ads Platform, improving platform reliability and advertiser experience.

*Identify systemic product gaps through deep root cause analysis (API logs, audit logs, BigQuery) and drive actionable insights influencing engineering fixes and roadmap improvements.

Product Ownership & Technical Leadership

*Serve as SME for Ads Manager workflows including campaign creation, publishing, lead gen, reporting, and preview.

*Partner with Product, Engineering, and Data Science to resolve complex advertiser-impacting issues and improve platform performance.

Tooling, Automation & Scalability

*Build dashboards and internal tools (Looker, BigQuery, Salesforce Analytics), reducing troubleshooting time and cutting escalations by 75–80%.

*Automate manual workflows and develop runbooks, escalation frameworks, and documentation to enable scalable operations.

Product Insights & Strategic Impact

*Deliver product deep dives and trend analysis to surface advertiser pain points and inform prioritization of roadmap improvements.

*Introduce AI-assisted reporting workflows to improve efficiency and scale insight generation.

Operational Excellence & Execution

*Manage high-volume escalations (160+ JIRAs per quarter) while maintaining quality and supporting QA/UAT for stable product launches.

Leadership & Mentorship

*Mentor 3+ analysts, lead training sessions, and drive adoption of scalable processes and knowledge-sharing practices across teams.

Technical Investigation and Issue Resolution:

*Investigated advertiser-reported platform issues by analyzing API logs, audit logs, and internal diagnostic tools, identifying root causes and supporting resolution.

*Troubleshot API and platform issues using Postman, Developer Tools, and JavaScript for testing and validation.

*Wrote SQL and BigQuery queries to retrieve advertiser account data and support technical investigations.

Escalation Management and Operational Support:

*Managed and tracked escalations using Salesforce and JIRA, ensuring accurate documentation and timely resolution.

*Maintained backlog of software bugs and product improvement requests, supporting Engineering prioritization.

*Partnered with Product and Engineering teams in cross-functional meetings to provide technical context and support issue resolution.

Data Analysis and Insights:

*Analyzed large datasets using Excel, Looker, Tableau, and internal dashboards to identify trends and support troubleshooting.

*Produced trend analysis of advertiser pain points and provided actionable recommendations.

Documentation, Tooling, and Process Improvements:

*Authored technical documentation, troubleshooting guides, and workflows to improve operational consistency.

*Developed an internal troubleshooting tool that reduced Click-to-Call/Text escalation rates by 70% month-over-month.

*Supported operational workflows and contributed to team efficiency improvements.

Full-Stack Web Development :

*Designed and developed web-based applications using PHP, JavaScript, HTML5, jQuery, and MySQL, contributing to the development and enhancement of the WebHR SaaS platform.

*Implemented application features and backend logic while collaborating with engineering teams to translate business requirements into scalable software solutions.

System Design, Debugging & Performance Optimization :

*Analyzed system performance, diagnosed application issues, and implemented fixes to improve stability and functionality of existing software solutions.

*Investigated problem areas and delivered technical solutions by studying system workflows, data usage, and user requirements.

Testing, Deployment & Maintenance :

*Executed test cases, supported QA validation, and participated in deployment and maintenance of web-based applications and APIs to ensure production stability.

*Identified and resolved software defects, ensuring applications met performance and quality standards.

Cross-Functional Collaboration :

*Partnered with Engineering, QA, Product, Sales, and Support teams to troubleshoot technical issues and improve system functionality.

*Participated in sprint planning, design discussions, and code reviews to maintain high development standards.

Client Support & Technical Enablement :

*Delivered product demos and technical training sessions to clients, supporting successful implementation and adoption of the WebHR platform.

*Resolved customer technical issues through Zendesk, collaborating with internal teams to diagnose and address software problems.

● Managed and updated the database and other services of 200+ Loaner Laptops and documented them.

● Assisted students in library with installing drivers, software & solved network & technical issues, backboard support.

● Generated tickets, build resolutions & testing of ServiceNow software into systems.

● Performed maintenance of software systems on a weekly basis to increase their performance.

* Working as a part of team to design and develop Website with HTML 5. CSS, JavaScript,Bootstrap, Nodejs.

* Incorporated UML diagrams for workflow explanations.

* Worked with Senior Developer to write code to developer website according to customer request.

* Participated on weekly Tech team meetings and discuss the strategies to produce efficient work.

* Edited existing codes to improve browser compatibility and mobile responsiveness

* Led customer interactions and reiterative process for reviewing Website and updates to project.