Ulka Masih
Principal Support Engineer 1
Bangalore
Summary
Objective:
Experienced and results-oriented Support Engineer with 8+ years of expertise in technical support, process improvement, product launch readiness, and cross-functional collaboration in SaaS environments. Proven ability to drive complex projects, develop scalable support frameworks, enable skill development, and advocate for customer friction resolution. Passionate about continuous learning and taking ownership of impactful initiatives. Seeking a Tech Lead, Support Operations role at Atlassian to apply strong problem-solving, technical expertise, and collaborative mindset to improve support operations, influence product strategy, and drive customer success.
Overview
11
11
years of professional experience
Work History
Principal Support Engineer 1
Atlassian
04.2025 - Current
- Led key initiatives and projects including AGP competency creation, S7 segment revamp, and development of segment-based training paths.
AGP Competency Creation: Developed a structured learning path for support teams to build expertise in AGP skill topics, integrating them into existing training frameworks.
S7 Segment Revamp: Redesigned the S7 segmentation by breaking it into multiple, clearly defined segments and incorporating non-segment components, improving data clarity and simplifying learning and assessment processes.
Designed and implemented segment-based training paths, successfully integrating them into the platform onboarding process. - Collaborated closely with the Product team to ensure smooth feature releases through blitz testing, documentation review, and release readiness preparations.
- Led self-assessment efforts for the team on new segments, coordinating with the Talent team to input scores into the skill matrix.
- Actively participated in SET and Engineering meetings to identify and surface support friction points directly to developers.
- Worked on rebranding Atlassian Access to Atlassian Guard, contributing to strategy and implementation.
- Authored multiple DACIs to guide decision-making on complex technical and process-related topics.
- Initiated and contributed to the creation of multiple Standard Operating Procedures (SOPs), streamlining support processes and improving operational efficiency.
Senior Support Engineer
Atlassian
01.2021 - 03.2025
- Spearheaded initiatives to enhance readiness and support capabilities for Atlassian Guard and JSM products
- Fostered cross-functional collaboration to ensure seamless preparation for product releases
- Influenced change management efforts within the team
- Acted as a liaison between product development and support teams, providing valuable insights for product enhancements
- Conducted training sessions to upskill team members on new features and industry standards
- Provided expert technical support and guidance to customers
- Led calibration sessions and technical skill development programs
- Collaborated with product teams to address customer escalations and internal incidents
- Actively engaged in cross-team collaborations and initiatives to streamline support processes and elevate the customer experience by leading projects
- Effective communicator who can champion and communicate the vision to peers, partners, and stakeholders, driving a shared understanding and commitment to objectives while fostering informed and efficient collaborations.
Product Lead Secondment
Atlassian
11.2023 - 03.2024
- Led the development of Product Lead Monthly Business Reviews (MBRs), defining content and subject areas
- Orchestrated cross-functional collaboration to address customer blockers and escalations, facilitating rapid resolution through strong influencing skills with internal teams and external partners, ensuring alignment with customer goals
- Provided weekly reporting on Key Business Metrics (KBMs) for Atlassian Guard and Volume Trends
- Conducted ad-hoc data analysis, delivering valuable insights for decision-making
- Orchestrated creation of a Segment-Based training project for Atlassian Guard, managing project timeline, resources, and success criteria
- Drove initiatives for continuous improvement and standardization between SMB and CES teams
- Identified opportunities for improvement, evaluate impact, and executed initiatives in collaboration with stakeholders
- Analyzed volume trends and helped create strategies and mitigation plans when volume exceeded forecast
- Actively engaged in calls with product teams, offering valuable insights and feedback on new feature releases
- Discuss strategies with Guard Product Lead to reduce Time to Resolve
- Shared product insights and go-to-market updates with the larger team.
Support Engineer
Atlassian
11.2018 - 12.2020
- Resolved complex issues promptly through proactive communication and efficient troubleshooting
- Pursued training on new products and enterprise features
- Contributed to the creation of knowledge base articles and training materials.
Senior Technical Support Engineer
Citrix
08.2014 - 11.2018
- Managed complex customer issues, performing advanced problem analysis and resolution
- Integrated customer environments with Citrix and Networking Products
- Coached team members and facilitated cross-geo collaboration
- As a Kepner Tregoe (KT) coach, I skillfully facilitated problem-solving and decision-making using the renowned KT methodology
- With extensive training and hands-on experience, I adeptly guided teams in structured analysis of complex issues, enabling effective solution development.
Education
Diploma in Business Management -
Narsee Monjee Institute of Management Studies
B-Tech in Information Technology - undefined
Hitkarini College of Engineering And Technology (RGPV)
12th CBSE - undefined
Christ Church Girls' School
10th CBSE - undefined
Christ Church Girls' School
Skills
Atlassian Guard
Jira Service Management
Data Analysis and Metrics
Leadership and Mentoring
Change Management
Communication and Collaboration
Project Management
Customer Orientation
Continuous improvement
Initiative, Planning and Execution
Problem Solving
Documentation and Reporting
Project Management
Certifications Training
- CCP-M (Citrix Certified Mobility Specialist)
- CCA-N (Citrix Certified Associate Netscaler)
- CCP-N (Citrix Certified Professional - Netscaler)
- Kepner Tregoe – Completion
- Kepner Tregoe - Coach
Timeline
Principal Support Engineer 1
Atlassian
04.2025 - Current
Product Lead Secondment
Atlassian
11.2023 - 03.2024
Senior Support Engineer
Atlassian
01.2021 - 03.2025
Support Engineer
Atlassian
11.2018 - 12.2020
Senior Technical Support Engineer
Citrix
08.2014 - 11.2018
B-Tech in Information Technology - undefined
Hitkarini College of Engineering And Technology (RGPV)
12th CBSE - undefined
Christ Church Girls' School
10th CBSE - undefined
Christ Church Girls' School
Diploma in Business Management -
Narsee Monjee Institute of Management Studies
Similar Profiles
Jeffrey KeimJeffrey Keim
Global Head of Account Management at AtlassianGlobal Head of Account Management at Atlassian
Toyosi OwolabiToyosi Owolabi
Technical Support Engineer JSM Cloud SMB at AtlassianTechnical Support Engineer JSM Cloud SMB at Atlassian
Shwetha D SuvarnaShwetha D Suvarna
Enterprise Migration Support Engineer at AtlassianEnterprise Migration Support Engineer at Atlassian
Simran SSimran S
Travel Consultant at BCD TravelTravel Consultant at BCD Travel
Kannan LKannan L
Service Owner - Identity Global Products at AXA Global Business ServicesService Owner - Identity Global Products at AXA Global Business Services