Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
Generic

Keerthika M K

Bangalore

Summary

Dynamic Application Support Engineer with proven expertise at Tekion Corp, excelling in Tier 2/3 support and incident analysis. Skilled in SQL and Jira, I consistently enhance service availability and reduce ticket resolution times. Adept at collaborating with cross-functional teams, I drive sustainable solutions while maintaining exceptional client communication.

Overview

3
3
years of professional experience

Work History

Application Support Engineer - Automotive Retail Cloud (ARC)

Tekion Corp Pvt Ltd
Bangalore
11.2024 - Current
  • Serve as a frontline technical liaison for Tekion's next-gen Automotive Retail Cloud (ARC), delivering Tier 2/3 support to dealerships, OEMs, and partners across North America.
  • Troubleshoot complex platform issues across modules such as DMS, CRM, Inventory, and Digital Retail; perform log analysis, data validation, and bug replication to drive fast resolution.
  • Own the full support lifecycle from ticket intake to resolution using tools like Jira, Zendesk, and internal diagnostic platforms; maintain SLA compliance with 99.9% availability targets.
  • Collaborate with cross-functional teams including Product, Engineering, and Implementation to escalate platform bugs, prioritize enhancements, and drive sustainable fixes.
  • Support onboarding of new dealership clients by configuring platform modules, validating data integrations, and guiding users on best practices.
  • Document resolution steps, update internal knowledge bases, and create customer-facing help content to enable self-service and reduce ticket load.
  • Partner with QA and UAT teams to validate hotfixes and new feature rollouts during release cycles in a CI/CD-driven environment.

Support Analyst

Bluggle Pvt Ltd
Chennai
07.2024 - 09.2024
  • Delivered L2/L3 support for enterprise systems and client-facing platforms, ensuring high availability and fast resolution.
  • Investigated and resolved incidents using SQL queries, shell scripting, and log analysis.
  • Coordinated with clients and internal teams to troubleshoot issues, perform root cause analysis (RCA), and deploy fixes or workarounds.
  • Authored incident reports, technical documentation, and knowledge base articles to streamline future support.

Application Support Engineer

TOMIA Global Pvt Ltd
Bangalore
01.2023 - 07.2024
  • Provide escalation-level support (Tier 3+) for TOMIA's roaming and interconnect platforms used by global telecom operators, ensuring high service availability and minimal downtime.
  • Investigate and resolve customer issues by analyzing logs, running SQL queries, and debugging shell scripts-resulting in an average ticket resolution time reduction of 30%.
  • Collaborate with customer support, QA, and R&D teams to gather evidence, isolate root causes, and deploy permanent fixes or temporary workarounds as needed.
  • Develop detailed incident reports, feature-request documentation, and knowledge articles to improve team efficiency and reduce repeat escalations.
  • Support interoperability issues involving XML interfaces, Linux/Windows environments, and enterprise-grade databases like SQL Server or Oracle.
  • Handle high-priority escalations and coordinate with global clients, maintaining clear and professional communication throughout resolution cycles.

Education

Bachelor of Engineering - Computer Science and Engineering

Amrita College of Engineering And Technology
Nagercoil
05.2022

Skills

  • Zendesk
  • BMC Remedy
  • One Support
  • Jira
  • Oracle Toad
  • Apache Tomcat
  • SQL Server Profiler
  • SecureCRT
  • Postman
  • Git/GitHub
  • Visual Studio Code
  • MySQL
  • SQL Server
  • Windows Server (2012, 2016, 2019)
  • Linux (basic)
  • Cisco VPN
  • SSH Clients
  • WinSCP
  • VMware
  • Basic API integration
  • Performance tuning
  • Incident analysis
  • Ticket lifecycle management

Websites

Accomplishments

  • Resolved 55% of support tickets within SLA, minimizing downtime and enhancing customer satisfaction by proactively identifying root causes and implementing preventive solutions.
  • Led the resolution of 15+ critical production issues through collaborative debugging, log analysis, and cross-functional coordination, resulting in zero rollback deployments.
  • Authored internal troubleshooting guides and created a knowledge base, reducing repeat incidents and accelerating onboarding for new support engineers.
  • Handled global client escalations and P1 incidents, ensuring timely resolution and maintaining strong customer relationships.
  • Collaborated with the R&D team to resolve 15+ client issues that led to zero rollback deployments over a 3-month period.

Timeline

Application Support Engineer - Automotive Retail Cloud (ARC)

Tekion Corp Pvt Ltd
11.2024 - Current

Support Analyst

Bluggle Pvt Ltd
07.2024 - 09.2024

Application Support Engineer

TOMIA Global Pvt Ltd
01.2023 - 07.2024

Bachelor of Engineering - Computer Science and Engineering

Amrita College of Engineering And Technology

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Keerthika M K