Summary
Overview
Work History
Education
Certifications
Additional Information
Timeline
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ACHYUTH Ajoy

Bridging Customer Success, Engineering, and DevOps
Thiruvananthapuram, Kerala, India

Summary

Customer-focused Software Engineer with 5+ years of experience in PHP development, cloud infrastructure, and technical support. Skilled in AWS, Docker, CI/CD pipelines, release automation, and system monitoring to deliver secure, scalable, and reliable solutions. Experienced in bridging customer needs with engineering and operations, enabling faster issue resolution, improved system reliability, and business growth. Open to opportunities in PHP development, DevOps, and Technical Support / Technical Account Management.

Overview

12
12
years of professional experience

Work History

Software Engineer (Quality / DevOps / Data)

Automattic
06.2020 - 04.2025
  • Built features for WordPress payment plugins (WooCommerce Payments, PayPal, Stripe, Square), enabling merchants to process millions in transactions.
  • Developed AWS Lambda functions to automate data workflows, cutting refresh times from hours to minutes and providing stakeholders with real-time insights.
  • Deployed infrastructure using AWS S3, EC2, and Docker, improving scalability, security, and system reliability.
  • Implemented monitoring and alerting (Grafana, Logstash) to detect issues early, maintaining 99.9%+ uptime for merchant-facing systems.
  • Partnered with global support teams to triage and reproduce issues, reducing repeated escalations by 20% through faster handoffs to engineering.
  • Designed and maintained internal APIs and dashboards, giving teams real-time visibility into merchant subscriptions, payouts, and settlements.
  • Improved release quality by building CI/CD pipelines and automated testing, reducing regressions and cutting customer-impacting incidents by 60%.
  • Streamlined developer onboarding by creating Docker-based environments, ensuring consistency across teams and faster productivity.

Senior Technical Support Engineer

Automattic
04.2018 - 06.2020
  • Delivered empathetic, high-quality support via chat, email, forums, and video calls for WordPress.com, WooCommerce, and Jetpack customers.
  • Resolved critical issues involving DNS, SSL, caching, plugin conflicts, and migrations under time-sensitive conditions, ensuring minimal downtime for high-traffic eCommerce sites.
  • Created documentation and troubleshooting guides that reduced recurring tickets and empowered users with self-service solutions.
  • Collaborated with engineering teams to escalate, validate, and resolve critical bugs, ensuring timely fixes and improved product reliability.
  • Partnered cross-functionally to improve incident response processes, reducing time-to-resolution and enhancing customer satisfaction.
  • Achieved strong client retention rates by consistently delivering personalized support and technical solutions tailored to business needs.

PHP Developer / Systems Engineer

Matsio
04.2016 - 01.2018
  • Designed and deployed AWS cloud infrastructure (EC2, S3, CloudFront, auto-scaling), ensuring security, compliance, uptime, and disaster recovery readiness.
  • Implemented global content delivery with S3 + CloudFront, cutting server bandwidth costs and improving load speeds by 30%.
  • Developed custom PHP applications and plugins using WordPress, CodeIgniter, and Drupal, tailored to client business needs and improving engagement.
  • Executed website migrations from Drupal, Joomla, and custom frameworks to WordPress, ensuring zero data loss and uninterrupted business operations.
  • Built and maintained REST APIs to support web-to-mobile integrations, strengthening connectivity across platforms.
  • Managed Linux servers and MySQL databases, optimizing for performance, scalability, and security.

Technical Consultant – Web & Cloud Solutions

Various
11.2012 - 03.2016
  • Developed and maintained PHP-based web applications across CodeIgniter, Drupal, WordPress, and ExpressionEngine with a focus on performance and scalability.
  • Designed and implemented cloud infrastructures on AWS and Linode, improving uptime, cost efficiency, and availability for client platforms.
  • Optimized high-traffic systems by deploying MariaDB and Percona clusters, ensuring data integrity and faster response times.
  • Managed Linux server environments, applying security best practices, automated backups, and proactive performance monitoring.
  • Led client communication and project management, translating requirements into actionable technical solutions and ensuring high satisfaction.
  • Enabled websites to handle peak traffic loads through security hardening, caching, and infrastructure enhancements, reducing downtime risk.

Education

Bachelor of Commerce (B.Com.) - Accounting

University of Kerala
Thiruvananthapuram, Kerala, India
01.2010

Certifications

  • Docker Fundamentals - KodeKloud
  • Technical Writing Fundamentals - GitLab
  • React Fundamentals - HackerRank
  • JavaScript Fundamentals - HackerRank
  • Microsoft Certified Professional (MCP)
  • Business English Certificate (BEC) Preliminary
  • Cisco Certified Network Associate (CCNA)

Additional Information

Programming & Development

  • PHP, JavaScript (React, TypeScript, jQuery)
  • WordPress Development (Plugins, Themes)


DevOps & Cloud

  • AWS (EC2, S3, Lambda)
  • Docker, CI/CD Pipelines, Release Automation
  • Infrastructure Monitoring (Grafana, Logstash)


Testing & Quality

  • Automated Testing (UI, CI/CD pipelines)
  • Test Automation (Playwright, Puppeteer)


Customer Success & Support

  • Domains, DNS, SSL, Caching, Migrations
  • Incident Management & Escalation Handling
  • Documentation & Technical Writing

Timeline

Software Engineer (Quality / DevOps / Data)

Automattic
06.2020 - 04.2025

Senior Technical Support Engineer

Automattic
04.2018 - 06.2020

PHP Developer / Systems Engineer

Matsio
04.2016 - 01.2018

Technical Consultant – Web & Cloud Solutions

Various
11.2012 - 03.2016

Bachelor of Commerce (B.Com.) - Accounting

University of Kerala

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ACHYUTH Ajoy Bridging Customer Success, Engineering, and DevOps