K Vivek Rao
Senior Product Support Engineer
Hyderabad
Summary
Experienced Product Support Engineer with a strong track record of troubleshooting and resolving complex technical issues for enterprise software products. Skilled in advanced troubleshooting, root cause analysis, and delivering customer-focused solutions through multi-channel support, including live remote sessions. Proficient in configuring and supporting SaaS applications, managing system upgrades, integrations, and automation to improve operational efficiency. Adept at collaborating with cross-functional teams, creating knowledge resources, and driving continuous process improvement to enhance customer experience. Committed to delivering reliable, high-quality support and ensuring customer success.
Overview
8
8
years of professional experience
Work History
Senior Product Support Engineer
Appfire Technologies PVT LTD
11.2022 - 04.2025
- Provided advanced product support for Atlassian ecosystem apps (Jira & Confluence) at Appfire, specializing in JSU Automation Suite, Jira CLI, Clone Plus, JQL Search Extensions, Comala Document Management, and Comala Publishing.
- Managed and prioritized customer-reported issues by actively monitoring In Progress, Triage, and Open queues to ensure timely investigation and resolution.
- Delivered end-to-end troubleshooting by analyzing logs, replicating issues, and collaborating with development teams; resolved complex technical cases via email, support tickets, and live Zoom troubleshooting sessions with users.
- Authored clear, actionable solution articles and responses to enhance customer self-service and knowledge sharing.
- Configured and maintained Jira automations to streamline support operations, including auto-assignment of issues based on application name and user timezone to appropriate support agents.
- Developed and implemented custom scripts to address specific Jira and Confluence use cases, improving operational efficiency and reducing manual tasks.
- Assisted project teams with Jira administration tasks, including workflow customizations, custom fields, permission schemes, and dashboard configurations to optimize internal processes.
- Collaborated with cross-functional teams (Product, Engineering, and QA) to escalate and resolve high-priority or escalated support issues, ensuring customer satisfaction.
- Continuously contributed to process improvements by identifying recurring issues and proposing automation or documentation enhancements.
Senior Software Engineer
CGI Information Systems & Management Consultants
03.2017 - 11.2022
- Designed, customized, and maintained Jira workflows, project configurations, screen schemes, and user permissions to align with team and project requirements.
- Administered Atlassian products (Jira & Confluence), ensuring high availability, optimal performance, and seamless user experience.
- Led the Jira upgrade process from version v8.13.4 to v8.20.11, managing the full end-to-end upgrade cycle including testing and stakeholder communication.
- Diagnosed and resolved production issues, tracked incidents to closure, and proactively monitored system performance for stability.
- Managed backups, performed data purges of outdated content, and ensured robust disaster recovery and data retention procedures.
- Integrated Jira with code repositories and Agile tools, enabling efficient management of epics, story points, and sprint planning.
- Configured Jira gadgets, custom dashboards, and advanced reporting features to deliver actionable insights for project teams and leadership.
- Installed, upgraded, and maintained Jira plugins while managing both production and development environments to ensure compatibility and functionality.
- Supported end users with Agile project setups, including creation and configuration of Scrum and Kanban boards to optimize workflows.
- Conducted system evaluations, recommended performance and security improvements, and applied security patches and updates regularly.
Education
Bachelor of Commerce -
Donbosco Degree College
Hyderabad, India 04.2001 -
Skills
Advanced troubleshooting
Achievements
- Bronze & Silver Apex Awards
Recognized for excellence in Atlassian administration and user support. - Intrapreneurship Award
Commended for innovative contributions to process improvement and optimization. - Outstanding Customer Satisfaction
Consistently received positive marketplace reviews and high satisfaction ratings from clients.
Timeline
Senior Product Support Engineer
Appfire Technologies PVT LTD
11.2022 - 04.2025
Senior Software Engineer
CGI Information Systems & Management Consultants
03.2017 - 11.2022
Bachelor of Commerce -
Donbosco Degree College
04.2001 -
Similar Profiles
Bipasha SarkarBipasha Sarkar
Regional Director of Business Operations (HR/ FIN) at Appfire Technologies India Pvt. LtdRegional Director of Business Operations (HR/ FIN) at Appfire Technologies India Pvt. Ltd
Avinash BhagawatiAvinash Bhagawati
Principal - Product Support Engineer at Appfire TechnologiesPrincipal - Product Support Engineer at Appfire Technologies
Afroz Azam BAfroz Azam B
IT Operations Manager at Appfire technologies Private LimitedIT Operations Manager at Appfire technologies Private Limited
IRFAN MDIRFAN MD
Talent Acquisition Specialist at SPHINIX TECHNOLOGIESTalent Acquisition Specialist at SPHINIX TECHNOLOGIES
UGENDER REDDY MUTHIREDDYUGENDER REDDY MUTHIREDDY
IT Ops and Security Consultant at DCS PharmaIT Ops and Security Consultant at DCS Pharma