Asutosh Choudhury

• Served as Level 3 (L3) escalation point for complex incidents across the Snowflake cloud data platform, ensuring timely
diagnosis and resolution of critical technical issues.
• Troubleshot advanced problems involving Linux systems, AWS cloud infrastructure, Kubernetes, containers, networking,
and security layers.
• Diagnosed and resolved issues related to Snowflake services, authentication and authorization, REST APIs, SQL execution,
and platform performance.
• Performed in-depth root cause analysis (RCA) and reproduced customer-reported issues in controlled environments to
identify solutions and implement long-term corrective actions.
• Collaborated with Engineering, Site Reliability Engineering (SRE), and Cloud Operations teams to resolve high-severity
incidents and maintain platform availability.
• Managed global support cases using Salesforce, ensured adherence to SLA, SLO, and MTTR targets, and contributed to
knowledge base documentation while mentoring junior engineers.

• Delivered advanced technical support for enterprise customers across Linux-based operating systems and infrastructure
platforms, resolving complex system, database, and networking issues.
• Investigated and diagnosed customer-reported incidents by reproducing issues and performing detailed root cause analysis
(RCA) to implement permanent corrective solutions.
• Utilized advanced diagnostic tools including strace, tcpdump, iostat, and system logs to troubleshoot performance,
availability, and configuration issues involving Distributed Cluster issues, OS Issues, storage, and networking.
• Collaborated with Engineering teams to report product defects, validate fixes, and improve overall platform stability and
reliability.
• Managed high-priority support cases, maintained clear customer communication, documented troubleshooting procedures,
and mentored junior engineers to strengthen technical support capabilities.

• Served as a senior escalation engineer for complex issues across distributed data platforms and Linux environments, ensuring
timely resolution of production-impacting incidents.
• Diagnosed and resolved problems related to MapR file system, data services, and large-scale cluster operations, including
performance, availability, and stability issues.
• Conducted deep root cause analysis (RCA) by reproducing customer issues in controlled lab environments and using
diagnostic tools such as strace, tcpdump, and iostat.
• Collaborated with Engineering teams and global support groups to report defects, implement permanent fixes, and develop
technical documentation and best-practice guidelines to improve platform reliability.

• Delivered enterprise-level technical support for Red Hat Enterprise Linux (RHEL) across global customer environments,
diagnosing complex issues related to Linux kernel, filesystems, storage, networking, and system performance.
• Acted as an escalation engineer for high-severity production incidents, utilizing advanced troubleshooting tools such as strace,
tcpdump, iostat, sar, vmstat, and system logs to perform deep root cause analysis (RCA) and ensure rapid recovery.
• Collaborated with Engineering and QA teams to report bugs and validate fixes, while contributing to the global knowledge
base, managing cases end-to-end, and sharing best practices to enhance enterprise support operations.

• Provided enterprise-level technical support for Red Hat Enterprise Linux (RHEL) across global customer environments,
resolving complex issues related to Linux kernel, filesystems, storage, networking, and system performance.
• Served as an escalation engineer for high-severity production incidents, performing deep root cause analysis (RCA) using
advanced troubleshooting tools such as strace, tcpdump, iostat, sar, vmstat, and system logs to ensure rapid recovery and
prevent recurring issues.
• Collaborated with Engineering and QA teams to report defects and validate fixes, managed customer cases end-to-end, and
contributed to the global knowledge base by documenting solutions and best practices to improve support operations.