Summary

Overview

Work History

Education

Skills

Websites

Languages

Accomplishments

Timeline

Amit Kumar

Bengaluru

Summary

Technical customer-facing professional with 7+ years of experience supporting enterprise customers across cloud platforms, APIs, and distributed systems. Proven ability to act as a primary technical point of contact, resolve complex issues, and drive adoption through proactive guidance, technical reviews, and strong cross-functional collaboration. Skilled in REST APIs, networking (TCP/IP, DNS, SSL/TLS), and troubleshooting large-scale systems.

Overview

years of professional experience

Work History

Customer Success Engineer

Redis

12.2025 - Current

Acted as primary technical contact for a portfolio of enterprise customers, enhancing adoption, stability, and customer satisfaction.
Provide proactive technical guidance, architecture reviews, and best practices to optimize Redis deployments and performance.
Deliver technical reviews and strategic guidance to maximize customer ROI and platform utilization.
Monitored customer health metrics, identified risks, and prevented business-impacting incidents and downtime.
Own and coordinate escalations, working cross-functionally with Support, Engineering, and Sales to resolve complex technical issues.
Support onboarding and readiness initiatives, ensuring customers achieve key adoption milestones.
Identified expansion opportunities and collaborated with Sales to drive account growth and retention.

Senior Customer Success Engineer

Rubrik

06.2022 - 11.2025

Managed enterprise customer relationships, serving as a trusted technical advisor for cloud data management solutions.
Coordinated incident management and escalation, ensuring rapid resolution of critical customer issues.
Troubleshot complex issues across distributed systems, including REST APIs, DNS, HTTP, TCP/IP, and authentication (OAuth, SSO).
Resolved complex issues involving backups, replication, and archiving, reducing resolution times through automation.
Reduced average resolution time by ~30% by developing automation tools and improving diagnostic workflows.
Improved documentation and debugging strategies, increasing support efficiency and customer satisfaction.Delivered expert technical support for cloud data management products in distributed Linux environments.
Collaborated with Engineering to translate customer challenges into actionable product improvements.
Facilitated customer onboarding and training sessions to enhance technical expertise across teams.
Led internal training and onboarding sessions to scale support capabilities.
Diagnosed problems in protocols including DNS, HTTP, TCP, and interfaced with APIs to troubleshoot services.
Leveraged cybersecurity knowledge to enhance support for secure endpoints and authentication (OAuth, SSO).
Recognized for customer engagement excellence and proactive issue resolution.

Support Technician

Rackspace Technology

03.2021 - 05.2022

Provided production support for cloud-hosted applications in Linux environments, ensuring system availability and performance.
Diagnosed and resolved issues related to Apache, MySQL, DNS, FTP, firewalls, and network connectivity (TCP/UDP), enhancing overall system stability.
Conducted root cause analysis to identify and address recurring incidents, bolstering system reliability.
Built scripts and tools to automate monitoring and diagnostics, improving operational efficiency.
Created knowledge base documentation that reduced ticket volume and improved resolution times.

Technical Support Engineer

Maxworth Electronic Systems

12.2018 - 03.2021

Managed incidents and escalations in BMC Remedy to ensure timely resolution and SLA adherence.
Troubleshot database locks, connectivity issues, and protocol-level failures.
Collaborated with engineering teams to diagnose and resolve complex product issues, enhancing overall product stability.
Supported SQL-based enterprise applications across UNIX and Windows systems.
Contributed to process improvements and standardized documentation to streamline support workflows.