Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Akash Gope

Akash Gope

Bangalore

Summary

Technical support professional over 8 years of experience with deep expertise in managing and resolving complex technical issues. Known for improving system reliability and customer satisfaction through effective troubleshooting and proactive problem-solving. Strong focus on team collaboration and adaptability to evolving challenges, ensuring reliable support and innovative solutions.

Overview

8
8
years of professional experience
24
24
years of post-secondary education

Work History

Senior Technical Support Engineer

HackerOne
07.2023 - Current
  • Assist customers with integrating HackerOne with various issue-tracking tools, including Asana, Azure DevOps, Freshdesk, GitLab, JIRA, Linear, ServiceNow, Slack, Zendesk, and others.
  • Diagnose and resolve technical issues related to supported integrations with HackerOne.
  • Investigate the root causes of integration-related problems and provide effective solutions.
  • Support customers in setting up Single Sign-On (SSO) via SAML with platforms such as Google, Okta, OneLogin, Microsoft Entra ID (formerly Azure AD), Ping Identity, Duo, and JumpCloud.
  • Provide expert assistance and troubleshooting for customer-reported SSO-related issues.
  • Provide technical support to customers and hackers in using the HackerOne API effectively.
  • Troubleshoot and resolve issues encountered by customers while integrating HackerOne APIs into their systems.
  • Address and resolve any platform-related issues reported by customers or hackers using the HackerOne platform.
  • Collaborate with both hackers and customers to resolve discrepancies or concerns raised regarding reports submitted to programs.
  • Assist Customer Success Managers (CSMs) and Customer Team members during troubleshooting calls, providing technical expertise and guidance.
  • Create new support articles and processes to reflect updates in products and services.
  • Identify and address knowledge gaps by developing and maintaining comprehensive support documentation and articles.

Sr. Technical Support Engineer

Aisera
01.2023 - 03.2023
  • Onboarding customers to AI/ML platform of Aisera by creating dedicated tenant for them in AWS prod environment
  • Creating Integration to ingest data from customer’s knowledge bases and ticketing resources to the tenant’s data source
  • Creating channels through which end users can interact with Aisera’s bot on customer’s platform
  • Running the AI ticket learning job for analysis
  • Creating workflows for decision making and binding the respective fulfillments to deliver the accurate response on customer’s channel as per their request
  • Resolving issues which arises on the tenant post deployment
  • Adding new features and making changes requested by the Client
  • Worked closely with product management teams to identify potential areas for enhancement based on customer feedback and usage patterns observed during support engagements.

Technical Support Engineer 2

Twilio Inc.
06.2021 - 12.2022
  • Responsible for researching, performing root cause analysis, and providing feedback for product issues reported by the customers within SLA time frame
  • Participated in team meetings (conducted twice in a week), ask questions, provide input on case backlog, technical process, and new processes within the department
  • Resolved issues by keeping the customer updated on the case status while maintaining an action plan for the investigation and resolution of the case
  • Consult with in-house engineers to promote creative solutions including product fixes and workarounds to enhance customer satisfaction
  • Managed Zendesk ticketing system support queue
  • Programmed attributes to make support process improvements, including automation and macro designs
  • Redefined and developed best practices for internal teams (Support/R&D)
  • Identifying and reporting bugs to the Engineering Team through a JIRA ticket
  • Mentored new team members by answering technical questions, assisting in escalated cases and transferring knowledge regarding process development

Technical Support Engineer

Open Financial Technologies
06.2020 - 06.2021
  • Managing an eight member team of Tech Support Engineers, handling escalations from internal team as well as Third party banks
  • Addressing the concerns from the customer support team, identifying the cause of trouble, analyzing the code/login to debug the issue
  • Maintaining a record of the bugs, queries, use of previous cases was necessary to loop back and debug efficiently
  • Database querying in MySQL for purposes of retrieval, updating and insertion of user data
  • Working closely with KYC Team, Risk Assessment Team and Legal Team to implement Audit and Compliance Regulations
  • Using Sumo Logic and Sentry (both tools that keep log of all back-end programs) for locating the error(s), managing and maintaining error codes
  • Working in collaboration with Product Team and Engineering Team to incorporate feedback given by customers (For ex: including more relevant new features)
  • Providing Product training to new members of the Team
  • Handling issues related to processes starting from card issuance to payment processing

Technical Support Engineer – Tier II

Oottru Technologies Pvt. Ltd
11.2016 - 06.2020
  • Lead a team of 16 Tech Support associates
  • Assigning work to the team and monitoring work progress
  • Provide training regarding development/solutions related to the product/process ae well as assisting team members with higher level issues
  • Handling escalated (L2) issues raised by L1 team
  • Generating weekly and monthly reports on Team performance, identifying areas of improvement and devising new strategies to overcome weaknesses
  • Preparation of new orders using SAP tool for damaged/misplaced orders, post verification
  • Creating tickets for replacement of machines (under warranty), subject to verification
  • Identifying trending issues and working in close coordination with QA and development teams for resolution
  • Analyzing customer survey reports to recognize high demand products and hence project future sales reports for the Marketing Team

Education

B. Tech - Electronics and Telecommunication

Biju Patnaik University of Technology

MS - Business Analytics

Liverpool Business School
04.2001 - Current

Skills

SAML/SSO, PostgreSQL, Integrations, API, Siebel CRM under Production, Oracle Applications Order Management (ERP), Excel for MIS, Intercom, Freshdesk, Zendesk, Sumo Logic, Datadog, Sentry, JIRA, Kibana, Monkey, Salesforce, Gitlab, Gainsight, Looker, Snowflake, Confluence.

Personal Information

Timeline

Senior Technical Support Engineer

HackerOne
07.2023 - Current

Sr. Technical Support Engineer

Aisera
01.2023 - 03.2023

Technical Support Engineer 2

Twilio Inc.
06.2021 - 12.2022

Technical Support Engineer

Open Financial Technologies
06.2020 - 06.2021

Technical Support Engineer – Tier II

Oottru Technologies Pvt. Ltd
11.2016 - 06.2020

MS - Business Analytics

Liverpool Business School
04.2001 - Current

B. Tech - Electronics and Telecommunication

Biju Patnaik University of Technology

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Akash Gope