Rohit Mane
Mumbai
Summary
Results-driven Senior Technical Support Engineer with over 8 years of experience providing exceptional support to enterprise clients. Specializes in managing critical accounts, leading technical reviews, and fostering long-term customer relationships. Strong background in team leadership and mentoring, with a focus on optimizing workflows to enhance team efficiency and elevate customer satisfaction.
Overview
9
9
years of professional experience
Work History
Senior Technical Support Engineer
Atlassian India LLP
Mumbai
04.2023 - Current
- Provide high-touch technical support to enterprise and high-value customers, acting as a single point of ownership for critical issues and escalations.
- Build long-term relationships with assigned customers, understanding their architecture, use cases, and business impact.
- Drive proactive issue prevention by identifying recurring patterns and recommending product/configuration improvements.
- Lead technical deep-dive sessions and regular service reviews with customers to improve platform adoption and performance.
- Collaborate with Engineering and Product teams to prioritize fixes impacting key customers.
- Handle white-glove support scenarios, including real-time troubleshooting, live debugging, and dedicated war-room calls.
- Deliver post-incident reviews (PIRs) and actionable insights to customers, improving trust and transparency.
L3 application Support Lead
BYJU'S
Mumbai
01.2020 - 04.2023
- Owned end-to-end resolution of critical production issues for core business applications impacting revenue and user experience.
- Acted as primary liaison between business stakeholders and engineering, ensuring clear communication during high-severity incidents.
- Conducted root cause analysis, articulating business impact to stakeholders for informed decision-making.
- Supported production releases, hotfixes, and validation for high-impact deployments.
- Led incident bridges with leadership and business teams during major outages.
- Led team of 7 engineers in delivering support for mission-critical applications, adhering to strict SLAs.
- Built strong stakeholder relationships with business and product teams, ensuring alignment on priorities.
- Improved resolution time and escalation handling through process optimization and mentoring.
Application Support Engineer
Aloha Technology Pvt Ltd
Pune
12.2018 - 01.2020
- Diagnosed and resolved software issues, ensuring system availability for users.
- Provided application support for enterprise software solutions across diverse environments.
- Developed documentation for troubleshooting processes and user guides for applications.
- Mentored junior engineers on best practices and technical problem-solving techniques.
- Analyzed log files to troubleshoot issues, improving speed of issue resolution.
- Evaluated third-party tools for compatibility with existing systems before implementation.
- Monitored application performance, identified bottlenecks, and implemented corrective measures.
- Coordinated with internal teams, including database administrators, to resolve complex application issues.
JAVA support engineer
eGain communications Pvt Ltd
Pune
03.2017 - 12.2018
- Resolved technical issues for customers, improving satisfaction with eGain's support platform.
- Performed log analysis to troubleshoot system errors
- Collaborated with cross-functional teams to enhance product functionality, resulting in streamlined user experience.
- Documented troubleshooting procedures and best practices, facilitating knowledge sharing and consistent support.
Education
PG Diploma in Computers - Computer Science
C-DAC:Centre For Development of Advanced Computing
Pune03-2017
Master of Science - Electronics
University of Mumbai
Mumbai05-2014
Skills
Incident Management
Enterprise Support
Database Debugging
Automation Testing
Team Management
Escalation Handling
Java/Python
SQL
REST API Troubleshooting
Jira
Jira Service Management (JSM)
TWILIO
Zendesk
Salesforce
Selenium
Splunk
Datadog
Databricks
Tableau
Timeline
Senior Technical Support Engineer
Atlassian India LLP
04.2023 - Current
L3 application Support Lead
BYJU'S
01.2020 - 04.2023
Application Support Engineer
Aloha Technology Pvt Ltd
12.2018 - 01.2020
JAVA support engineer
eGain communications Pvt Ltd
03.2017 - 12.2018
PG Diploma in Computers - Computer Science
C-DAC:Centre For Development of Advanced Computing
Master of Science - Electronics
University of Mumbai