Subrahmanya Gaonkar
Customer Support Engineer
Yellapur
Summary
Results-driven IT professional with six years of experience in troubleshooting, problem-solving, and delivering exceptional technical support. Recognized for rapid learning capabilities and strong teamwork, complemented by outstanding customer service skills. Proficient in programming languages including Java, Python, C, HTML, and SQL, with expertise in platforms such as Fivetran, SAP PI, and Control M. Demonstrated success in analyzing root causes of production errors and resolving technical issues while effectively managing support requests through various communication channels, including phone, email, chat, and screen-sharing sessions.
Overview
6
6
years of professional experience
4
4
Languages
Work History
Customer Support Engineer 1
FIVETRAN INDIA PRIVATE LIMITED
01.2024 - Current
- Resolved 65+ support tickets per month across low to moderate complexity, ensuring SLA adherence.
- Skilled in investigating and resolving issues across 600+ Fivetran connectors.
- Hands-on experience with Private Links, SSH Tunnels, Proxy agents, and firewall/endpoint setups to ensure secure and reliable data replication.
- Maintained 100% CSAT during the last 12 months, with direct, positive customer feedback.
- Handled escalations and major incidents for enterprise customers like Autodesk, Notion, Suncorp, NAB, TVS, and OpenAI.
- Managed critical incidents effectively by coordinating with relevant stakeholders, providing timely updates to affected customers, and maintaining status page updates.
- Proactively reported product bugs to Engineering via Jira.
- Supported premium accounts through proactive monitoring and fast resolution.
- Demonstrated flexibility by adapting to rotational shift hours, and weekend support coverage.
- Handled incoming support inquiries via tickets, chat, and email.
- Acted as a liaison between customers and internal teams to ensure seamless handover during escalation or project-related support, ensuring customer satisfaction at all times.
- Contributed significantly to exceeding SLA targets consistently, while maintaining high-quality service standards.
Product Support Engineer
SAP Labs
04.2022 - 01.2024
- Working as Product Support Engineer(C-User) in SAP (SAP Labs – R-Labs relationship)
- Experienced in troubleshooting and resolve complex issues related to the company's products and services Like SAP PI integration platform, SAP Net viewer XI/PI/PO.
- Managed 130 components, resulting in a 20% reduction in average response time through improved queue management techniques.
- Expert in SAP PI administration, configuration, and troubleshooting, team management
- Sound knowledge of various components of PI viz like Integration Builder, SLD, ESR, Net viewer administration.
- Experience in Queue management, Incident handling.
- Developed and maintained knowledge base articles for the company's products
- Conducted product training sessions for customers and internal teams
- Experience in using Service now for end-to-end case management.
Production Support Analyst
Tata Consultancy Services
02.2020 - 12.2021
- Worked as an External Production Support Analyst in the Finance Production Environment of Deutsche Bank (TCS-DB relationship).
- Managed financial data warehouse daily activities, such as debugging errors, responding to alerts from the system, network, application, or database monitoring; decided on a course of action, and invoked the next level of support as necessary to resolve issues.
- Detected, classified, and tracked incidents, provided analysis and recovery methods (ServiceNow).
- Worked with various-level IT technicians as a team to deliver seamless reporting activity and resolution to user queries on all services and incidents.
- Maintained and facilitated the use of the Confluence support pages (create, update, and review content, work to improve the system, and promote its use).
- Identified some common and recurring issues, and reported them to senior development teams.
- Performed workarounds for temporary bug fixes.
Education
Bachelor of Engineering - Automation and Robotic Engineering
KLE Technological University
Hubli, India 04.2001 -
Pre-university Education - Specialization in Science
YTSS PU College
Yellapur, India03-2015
Skills
Ticketing tools(Zendesk, ServiceNow, Jira)
Database, warehouses, Cloud platforms
Networking and Authentication Basics
Troubleshooting & Problem Solving
Data and Integration Knowledge
Continuous Learning & Process Improvement
Customer support, SQL, API, ETL concepts
Key Impact Areas
- Product/Software Support
- Project Execution
- Technical Documentation
- Application Maintenance
- Defect/Incident Management
- Customer Service
- Client Relationship Management
- Teamwork and Adaptability
- Process Enhancements
Timeline
Customer Support Engineer 1
FIVETRAN INDIA PRIVATE LIMITED
01.2024 - Current
Product Support Engineer
SAP Labs
04.2022 - 01.2024
Production Support Analyst
Tata Consultancy Services
02.2020 - 12.2021
Bachelor of Engineering - Automation and Robotic Engineering
KLE Technological University
04.2001 -
Pre-university Education - Specialization in Science
YTSS PU College
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