Vedika Tambolkar
Principal Support Engineer
Bengaluru,KA
Summary
Solution Engineer focused on enterprise customers, translating technical issues, service risks, and business context into practical solution direction. Brings executive communication, incident coordination, and cross-functional follow-through from support and escalation work to support stable, customer-ready outcomes. Strengths in issue analysis and technical issue prevention help teams make clear decisions and reduce repeat problems.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Principal Support Engineer
ATLASSIAN LLP
01.2019 - Current
- Lead resolution of high-severity enterprise customer issues and executive escalations, driving structured technical investigation through resolution.
- Act as a senior technical escalation point for complex production issues involving enterprise applications, integrations, performance and reliability.
- Partner with Engineering, Product and Operations teams to isolate root causes, communicate technical findings and drive corrective actions.
- Guide engineers through complex troubleshooting and problem-solving while ensuring timely and high-quality customer outcomes.
- Drive operational performance through monitoring of case backlog, SLAs, support KPIs and service quality.
- Provide executive-level technical communication, translating complex engineering issues into clear business impact, status and remediation plans.
- Identify recurring technical and operational problems and drive process improvements, knowledge sharing and service-excellence initiatives.
- Mentor and coach engineers through technical guidance, structured knowledge sharing, onboarding and training.
- Support hiring and technical evaluation through interview participation and candidate assessment.
- Provide continuous performance feedback and support development of technical capability across the team.
- Collaborate with Engineering and Product teams on customer-impacting issues, product defects and improvements.
Lead Technical Support Engineer
HCL TECHNOLOGIES
01.2017 - 01.2019
- Led a technical support team responsible for enterprise customers using IBM Unica products.
- Managed ticket assignment, workload distribution and operational priorities across the support team.
- Monitored team performance against SLAs, quality targets and operational KPIs.
- Guided engineers in troubleshooting complex customer issues and escalations.
- Coordinated with Engineering teams for defect investigation, resolution and product improvements.
- Conducted mentoring, technical training and performance coaching.
- Delivered regular operational reports and status updates to stakeholders.
- Supported continuous improvement of support processes and customer experience.
Senior Support Engineer
IBM INDIA PVT. LTD.
01.2012 - 01.2017
- Provided enterprise-level technical support for IBM Campaign, Interact and eMessage platforms.
- Led troubleshooting of complex production issues involving application behavior, performance and deployments.
- Supported enterprise customers through critical technical issues and escalations.
- Worked closely with Engineering teams on defect analysis and resolution.
- Provided technical guidance and knowledge sharing to support engineers.
- IBM Certified – Unica Campaign & Marketing Operations.
Education
Executive Diploma - Machine Learning & Artificial Intelligence
International Institute of Information Technology Bangalore (IIIT Bangalore)
09-2026
Master of Computer Science -
University of Pune
Bachelor of Computer Science - undefined
University of Pune
Skills
Python
Java
SQL
Machine learning
NLP
Docker
Kubernetes
Linux administration
Incident management
Escalation management
Stakeholder management
Technical documentation
Technical mentoring
Log analysis
Enterprise application support
API integration troubleshooting
Performance engineering
Production debugging
Customer success
Certification
IBM Certified – Unica Campaign & Marketing Operations.
SELECTED LEADERSHIP & BUSINESS IMPACT
Enterprise Escalation Leadership: Managed complex, high-impact customer issues involving senior/executive stakeholders. - Technical Mentorship: Coached engineers on troubleshooting, customer communication, technical investigation and problem ownership. - Operational Excellence: Drove SLA, backlog, quality and support-performance improvements through structured operational management. - Cross-Functional Leadership: Worked across Support, Engineering, Product and Operations to resolve systemic customer-impacting problems. - Knowledge Management: Contributed to technical knowledge sharing, enablement and scalable support practices. - AI Transformation: Building on extensive enterprise-support experience with formal training in ML, GenAI and Agentic AI to identify practical AI-driven opportunities within technical support workflows.
AI / ML ENABLEMENT
Completed an Executive Diploma in Machine Learning & AI from IIIT Bangalore, expanding expertise from enterprise support engineering into modern AI/ML and Generative AI technologies. - Apply AI/GenAI concepts to explore opportunities for support automation, intelligent case analysis, knowledge retrieval and technical troubleshooting workflows. - Developed understanding of enterprise GenAI architecture including LLMs, embeddings, RAG, vector search, AI agents and evaluation/grounding approaches. - Explore AI-assisted approaches for improving support-engineer productivity, knowledge discovery, ticket analysis and technical decision support.
EARLIER EXPERIENCE
Held software development and technical leadership roles with Synerzip, Syntel, Mithi and MKCL, with experience spanning Java/J2EE enterprise applications, software development, architecture, technical coordination and offshore delivery.
Timeline
Principal Support Engineer
ATLASSIAN LLP
01.2019 - Current
Lead Technical Support Engineer
HCL TECHNOLOGIES
01.2017 - 01.2019
Senior Support Engineer
IBM INDIA PVT. LTD.
01.2012 - 01.2017
Bachelor of Computer Science - undefined
University of Pune
Executive Diploma - Machine Learning & Artificial Intelligence
International Institute of Information Technology Bangalore (IIIT Bangalore)
Master of Computer Science -
University of Pune