Timeline
Work History
Overview
Education
Skills
Summary
Work Preference
Certification
AdministrativeAssistant

Nathaniel Roby Vettoor

Technical Support Manager
Tallaght,L

Timeline

Team Manager - CS Operations

AWS, Amazon Web Services
12.2021 - 12.2024

Technical CS Specialist [SME & Trainer]

AWS, Amazon Web Services
12.2020 - 12.2021

Technical CS Associate

AWS, Amazon Web Services
10.2019 - 12.2020

Bachelor of Technology - Computer Science Engineering - Computer Science Engineering

Rajagiri School of Engineering And Technology
07.2015 - 07.2019

Work History

Team Manager - CS Operations

AWS, Amazon Web Services
12.2021 - 12.2024
  • Led a 12-member hybrid team supporting AWS Account Access Management(AAM) and AWS Billing & Accounts customer support teams across APAC, delivering global multi-channel support (voice, email, chat) for multiple business lines.
  • Enhanced team performance through coaching, feedback, and mentorship—promoting 3 team members into new roles. Managed workforce planning, scheduling, and capacity to meet shifting business needs and service goals.
  • Served as on-call manager, ensuring real-time service levels, resolving escalations, and analyzing CSAT/TWFL feedback to drive process improvements. Led projects enhancing service delivery and customer satisfaction.
  • Delivered WBR, MBR, and QBR reports to global stakeholders. Partnered with cross-functional teams to ensure consistent support, driving multiple process improvements that elevated customer experience and security.
  • Co-led a Kaizen project that boosted CSAT by 5bps over two quarters for the global AWS AAM support team by H1 2023.
  • Interviewed 21 TCSA candidates, supporting site growth and talent acquisition. Led the AWS Certification initiative at BLR, achieving 100% CCP certification for both teams (2022 & 2024) and ~80% site-wide by H1 2024 through mentorship.

Technical CS Specialist [SME & Trainer]

AWS, Amazon Web Services
12.2020 - 12.2021
  • Resolved complex customer issues across billing, account security, and technical domains with minimal supervision, using and enhancing SOPs and technical documentation.
  • Drove 50+ process improvements by identifying operational gaps and initiating resource or workflow enhancements to improve efficiency and service quality.
  • Delivered global training as a recognized trainer—led onboarding for 3 new hire batches and provided on-the-job training (OJT) support across multiple sites.
  • Provided high-quality business support, explaining services, recommending solutions, and guiding customers toward self-serve resources to enhance satisfaction.
  • Ensured clear, comprehensive case documentation, detailing customer impact, troubleshooting steps, and final resolutions for continuity and process transparency.

Technical CS Associate

AWS, Amazon Web Services
10.2019 - 12.2020
  • Supported business customers with inquiries across access, authentication, cost optimization, and resource management (e.g., EC2 start/stop).
  • Resolved service-specific billing issues and guided customers on AWS Organizations and Reserved Instance (RI) setup, escalating complex cases when necessary.
  • Promoted self-service adoption by providing accurate support using AWS documentation, tools, and knowledge resources.
  • Maintained clear, SOP-compliant case documentation, while suggesting enhancements to streamline processes and improve customer experience.

Overview

5
5
years of professional experience
4
4
years of post-secondary education

Education

Bachelor of Technology - Computer Science Engineering - Computer Science Engineering

Rajagiri School of Engineering And Technology
Kochi
07.2015 - 07.2019

Skills

Team building and leadership

Customer service

Problem-solving

Time management

Training and mentoring

Decision-making

Adherence to high customer service standards

Exceptional interpersonal communication

Complaint resolution

Positive and constructive feedback

Project management

Relationship building

Summary

Personable and results-driven individual with excellent interpersonal skills and positive attitude. Possesses deep understanding of customer service principles, paired with strong problem-solving and communication abilities. Capable of creating impactful customer experiences and fostering team success.

Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Company CultureCareer advancementWork-life balancePersonal development programs

Certification

  • Amazon Web Services (AWS) Certified Cloud Practitioner

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Nathaniel Roby VettoorTechnical Support Manager