Keerthika MK
Application Support Engineer
Nagercoil
Summary
Dedicated Application Support Engineer with 2.10 years of experience in enterprise application support, troubleshooting, and customer success. Skilled in managing incident lifecycles, resolving complex technical issues, and maintaining strong client relationships. Proficient in SQL, Jira, Zendesk, Postman, and Zoho-like application support workflows, with a proven ability to ensure high availability, SLA compliance, and exceptional customer satisfaction. Seeking to leverage my expertise to contribute as a Zoho Customer Support Engineer.
Overview
3
3
years of professional experience
Work History
Application Support Engineer
Tekion
11.2024 - Current
- Delivered Tier 2/3 support for dealerships and OEMs across North America, ensuring SLA compliance with 99.9% availability.
- Supported modules include CRM, Inventory, DMS, and Digital Retail.roubleshot complex platform issues through log analysis, SQL queries, and bug replication.
- Collaborated with Product and Engineering teams to escalate bugs and deliver sustainable fixes.
- Documented customer issues and created knowledge base articles to streamline resolutions.
- Guided onboarding clients on platform best practices, mirroring Zoho customer enablement.
Support Analyst
Bluggle Pvt Ltd
07.2024 - 09.2025
- Managed customer support tickets using Jira and internal tools.
- Handled application-level issues, analyzed data discrepancies, and coordinated with cross-functional teams for quick resolutions.
- Strengthened client relationships by proactively advising on product usage and updates
- Increased efficiency of problem-solving by implementing automated diagnostics tools for common issues.
Application Support Engineer
Tomia Global
01.2023 - 07.2024
- Delivered L2/L3 support for telecom platforms used by global operators.
- Resolved high-priority incidents using SQL, shell scripting, and log debugging, reducing ticket resolution times by 30%.
- Authored incident reports, RCA documents, and knowledge base content to reduce repeat escalations.
- Coordinated with QA and R&D teams to validate fixes and deployments.
- Handled global escalations, maintaining professional client communications
Education
Bachelor of Engineering - Computer Science And Engineering
Amrita College of Engineering & Technology
Nagercoil, India 04.2001 -
Skills
Customer Support Tools: Zendesk, Jira, BMC Remedy, OneSupport Databases & Scripting: SQL Server, MySQL, Oracle, Shell scripting Applications: Postman, GitHub, Visual Studio Code, VMware Platforms: Windows Server (2012–2019), Linux (basic), Apache Tomcat Core Expertise: Ticket lifecycle management, incident analysis, client onboarding, root cause analysis, documentation, API troubleshooting
Timeline
Application Support Engineer
Tekion
11.2024 - Current
Support Analyst
Bluggle Pvt Ltd
07.2024 - 09.2025
Application Support Engineer
Tomia Global
01.2023 - 07.2024
Bachelor of Engineering - Computer Science And Engineering
Amrita College of Engineering & Technology
04.2001 -
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