KAUSHIK B D
Bengaluru
Summary
Technical Support Engineer with 5+ years of experience managing technical services & support operations. Adept at analyzing valuable support requirements while improving productivity & increasing the overall reliability.
Overview
2027
2027
years of professional experience
1
1
Certification
Work History
Forward Deployed Engineer/ Technical Engineer
Relyance AI
01.2024 - 04.2026
- Worked closely with customers to deploy the product in production, and enable them to realize the value from the product.
- Assisted in developing project plans with the customer to streamline implementation processes.
- Implemented workflows to automate data subject requests using API's that help privacy members address the data subjects' requests efficiently.
- Assisted in troubleshooting technical issues and providing timely solutions.
- Collaborated with cross-functional teams to identify and improve the gaps in the product to make it more customer-friendly.
- Documented solutions in knowledge base for future reference.
- Participated in release qualification that involves testing new features before they are deployed to production.
Senior Technical Support Engineer
Automation Anywhere
- Delivered remote support to clients (Platinum, Gold, Silver accounts), maintaining high standards of professionalism.
- Managed complex technical support queries from global clients, diagnosing and resolving issues within agreed service levels.
- Test BETA versions of application releases to ensure the defects and enhancements applicable to the version are as per the requirements
- Assist customers to build bot logic that cater to their use cases
- Use CRM tools (Salesforce, JIRA, Confluence) for case/issue management
- Close collaboration with L4 , development and Product Management teams with respect to defects or enhancement requests within the product
- Creation of Knowledge base articles for future reference
- Provide training and assistance to new joiners/colleagues on product modules of expertise
Production Support analyst
Accenture
- Assisting with process improvements
- Perform application change management activities as assigned by the business
- Ensure applications are working seamlessly
- Ensure incident, problem and change management
- Provide support for the testing and QA of new and existing items under development or consideration
- Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders
- Deployment Activities(on windows and linux systems)
- Monitor applications for any performance issues and communicate to stakeholders
- Experience with Database: Oracle 11g ,Tool: Toad
Education
Information Science Engineeering
RNS Institute of Technology
Bengaluru, KA2017
Skills
Networking:
- DHCP
- DNS
- TCP/IP
Troubleshooting Tools:
- Wireshark
Database and Languages:
- MySql
- Oracle
- Python
Management utilities:
- JIRA
- Salesforce
- Zendesk
Operating Systems:
- Windows
Certification
Automation Anywhere Certified Advanced RPA Professional (Automation 360)
Hobbies and Interests
Sports enthusiast- Enjoy playing Basketball, cricket, badminton
Timeline
Forward Deployed Engineer/ Technical Engineer
Relyance AI
01.2024 - 04.2026
Production Support analyst
Accenture
Senior Technical Support Engineer
Automation Anywhere
Information Science Engineeering
RNS Institute of Technology