Rahul Choudhary

Director of Engineering

Noida, Uttar Pradesh, India18 yrs 3 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Proven success in building technical support teams.
Expertise in AWS, Azure, Kubernetes, and Docker.
Strong coaching and mentoring skills.

Stackforce AI infers this person is a SaaS Customer Success and Technical Support leader.

Contact

Skills

Core Skills

Customer SuccessOperational EfficiencyTechnical Support

Other Skills

AWSAzureBuild Strong RelationshipsCoachingCritical ThinkingDe-escalationDockerExecutive VisibilityITIL ProcessesKubernetesMentoringOperational ExcellenceOperations ManagementService ManagementStrategic Planning

About

Performance driven and multifaceted Customer Success and support executive, bringing innovative post sales experience in the Software field.Proven success at establishing new teams, building the technical support organization from scratch, leading the Customer Success towards continued excellence. Currently working at Sumo Logic as "Director - Technical Support Engineering" and driving the support and technical success operations for APAC/EMEA region out of India office. Core Competencies: • Experienced in hiring/retaining/building successful technical support and customer success engineering teams along with highly scalable technical success processes. Successfully delivered in multiple organisations. • Expertise in AWS, Azure, Kubernetes, and Docker. Proficient in implementing monitoring and observability solutions. • Service Management and Support for Global Customers • ITIL Processes • Team Leadership - Experienced in working with virtual and multi-cultural teams • Strategic Planning and Implementation • Strong coaching and mentoring skills

Experience

Sumo logic

4 roles

Director, Technical Support Engineering (APJ / EMEA)

Promoted

Aug 2025 – Present · 7 mos

Head - Technical Success Engineering (APJ / EMEA)

Promoted

Nov 2023 – Jul 2025 · 1 yr 8 mos

Key Achievements:**
Expanded the 24/5 support organization from two to four regions, covering Americas, LATAM, Europe, and APAC.
Established Escalation, Operations, and Knowledge Management verticals to enhance operational efficiency.
Developed a GTM (Go-to-Market) collaboration strategy within Customer Success for seamless customer engagement.
Participated in QBRs (Quarterly Business Reviews), managed war rooms, and provided dedicated customer engagements.
Led multiple cross-functional programs that reduced churn, boosted adoption, and drove business expansion.
Designed career frameworks, including salary bands, KPIs, performance metrics, escalation processes, and organizational OKRs.
Enhanced customer interaction through improved engagement on community platforms and by promoting self-learning on educational platforms.
Identified vendors and successfully negotiated contracts with staffing agencies, tool providers, alliance partners, and developers.

Build Strong RelationshipsOperational ExcellenceDe-escalationCritical ThinkingOperations ManagementExecutive Visibility+2

Senior Manager - Technical Support Engineering

Feb 2022 – Oct 2023 · 1 yr 8 mos

Build Strong RelationshipsOperational ExcellenceDe-escalationCritical ThinkingOperations ManagementExecutive Visibility+4

Manager - Technical Support Engineering

Mar 2017 – Feb 2022 · 4 yrs 11 mos

+Inspire, lead and grow a team of Tech support and Customer Success Engineers.
+Manage the growth for the region, collaborate with peers in the product, sales, and customer success to deliver projects on time and within budget by capacity planning.
+Driving technical support operation and customer success operations from India (covering EMEA and APAC region).
+Developing and driving vision, business strategy, and roadmap for products.Using the technical depth and customer empathy to inform product decisions focused on solving our customer's needs and pinpoints.
+Forming a cross-functional product team, bringing stakeholders from Engineering, Technical Support, and Quality Engineering to create a streamlined, collaborative development process aligned to each customer touchpoint.
+ Ensure Customer Satisfaction / Manage Customer Escalations.
+ Negotiate product roadmap / feature sets with the product and engineering teams
+ Continuous Process Improvement / Managing Change in a Dynamic Organization.
+ People management responsibilities for team members, track leads, scrum masters and product owners.
+ Ensuring targeted service and performance standards are achieved or exceeded.
+ Champion customer advocacy, collaborate with and influence support interfaces leading to excellent customer experience with services and support
+ Manage Support metrics as they pertains to customer satisfaction - CSAT, SLA, TTR, Backlog, Team Productivity, Engineering escalation and Customer retention.
+ Establishment and adoption of incident management process workflow for CS function.
+ Involved in Strategic Recovery for Accounts at Risk, as a part of Post-Sales.
+ Fostered Migrations & Implementations for new logos.
+ Responsible for Technical & Customer Handling Readiness of Engineers in the customer success function.

Build Strong RelationshipsOperational ExcellenceDe-escalationCritical ThinkingOperations ManagementValue Realization+2

Globallogic

Manager Product Support

Jul 2013 – Mar 2017 · 3 yrs 8 mos · Noida, Uttar Pradesh, India

HP Vertica Certified big data solutions lead, provides L3/L4 level support across globe to Vertica Clients.
Working as Senior lead and L4 SME for off-shore "HP Vertica" Technical Support team along with handling a team of Vertica/hadoop technical specialists. Me and my team are responsible for providing L3 level technical support to HP Vertica customers across the globe.
Mentoring Support team members across the board including in India/Bulgaria/Costa Rica/Singapore.
Other responsibilities includes:
Work closely with customers, developers, sales to ensure world class technical support and customer satisfaction.
Investigate and reproduce complex technical issues.
Troubleshoot critical severity issues to help customer environments give best performance.
Expert level skills on Vertica performance, design, recovery, high availability & Vertica internals
HP Vertica Installation Activities and Issues on various OS Platform.
HP Vertica patching and up gradation activities.
HP Vertica Backup and Recovery Issues.
HP Vertica Table and Projection Design Management.
HP Vertica projections designing based on DBD Designing approach.
HP Vertica Error like Too Many Ros, X Lock Global Catalog, Locks issues.
Vertica Integrations with Hadoop like Hdfs and HCatalog connectors Hortonworks/Cloudera.
Vertica Client driver like jdbc/odbc implementation and troubleshooting.
Vertica performance tuning using tools like analyze workload, Reviewing of Query plans
And profiling Database performance.
As Vertica SME - Recommend best practices, troubleshoot issues and keep our premium customers' highly concurrent environments to the best performance.
Communicating product feature requests from customers to Product Management
Writing solutions for customer problems and trouble-shooting tips to enhance knowledge base
Assist customer in failed database startup attempt.Expertise with the catalog hackery.