Oct 2022 – Jul 2023 · 9 mos · Remote

May 2021 – Oct 2022 · 1 yr 5 mos · Bengaluru, Karnataka, India

• Jira Software is the Product that I work with where my responsibilities are:
• Providing technical support to Enterprise/Premier Customers and resolving customer’s
• issues via the telephone, email or a remote session.
• Assisting Junior Engineers with high severity cases where customers are in high stress
• and or ambiguous situations.
• Reproducing issues in-house and responding back in a timely manner
• Following ups with customers with recommendations, updates and action plans.
• Escalate the issues in a timely manner according to Standard Operating Procedures to
• our Respective Team to ensure that we are always on priority towards resolution of the
• customer’s issues.
• Leverage internal technical expertise, including peers, mentors, knowledge base,
• community forums and other internal tools, to provide the most effective solutions to
• customer issues
• Create new knowledge base articles to capture new learning’s for reuse throughout the
• organisation.
• Participate in technical communications within the Technical Support team to share best
• practices and learn about new technologies
• Focus on an area of technical specialisation and conduct technical trainings.
• Read and work with other Technical Support Engineers on cases which will help cultivate
• that expertise.
• Work collaboratively with diverse global teams and drives inclusive work environments
• in accordance with Atlassian values.

Apr 2021 – May 2021 · 1 mo

• Isilon(Scale Out NAS Storage) was the Product that I used to work and my responsibilities were as below:
• Support Enterprise customers in implementing Isilon storage arrays and assist them if
• there are any issues and troubleshoot the issues accordingly.
• Find RCA, debug process cores and capture pcaps while reproducing the issues and then
• analyze the logs.
• Implement and configure the Isilon Cluster identical to customer environment and run
• Regression.
• Run System level tests which should include new features and existing features to ensure
• that there are no issues.
• Open bugs based upon the issues identified by test runs.
• Pillar based testing which includes – Longevity(Long run tests), fault tolerance(Induce
• faults), scalability(Usage of Large clusters), smoke(Basic checks), upgrade, stress and
• Limit testing.
• Python automation of manual testcases and maintain code in github.
• Run regression tests by creating Dockers or Kubernetes Cluster.
• File Defects and drive them to closure using JIRA.
• Work with Developers and provide Root Cause Analysis of the issues and defects.
• Grafana, NAGIOS monitoring tools integration with Isilon.
• Work with Sales team to demo Isilon Product and provide POCs, high level explanation of
• the features in the Isilon Storage.
• Closely work with customer support engineers to study customer environment and
• replicate the customer environment locally in the lab.
• Review multiple escalations from the customer and ensure that the issue same issue not
• seen in the newer builds.

Mar 2019 – Apr 2021 · 2 yrs 1 mo

• Support Enterprise customers in implementing Isilon storage arrays and assist them if
• there are any issues and troubleshoot the issues accordingly.
• Find RCA, debug process cores and capture pcaps while reproducing the issues and then
• analyze the logs.
• Implement and configure the Isilon Cluster identical to customer environment and run
• Regression.
• Run System level tests which should include new features and existing features to ensure
• that there are no issues.
• Open bugs based upon the issues identified by test runs.
• Pillar based testing which includes – Longevity(Long run tests), fault tolerance(Induce
• faults), scalability(Usage of Large clusters), smoke(Basic checks), upgrade, stress and
• Limit testing.
• Python automation of manual testcases and maintain code in github.
• Run regression tests by creating Dockers or Kubernetes Cluster.
• File Defects and drive them to closure using JIRA.
• Work with Developers and provide Root Cause Analysis of the issues and defects.
• Grafana, NAGIOS monitoring tools integration with Isilon.
• Work with Sales team to demo Isilon Product and provide POCs, high level explanation of
• the features in the Isilon Storage.
• Closely work with customer support engineers to study customer environment and
• replicate the customer environment locally in the lab.
• Review multiple escalations from the customer and ensure that the issue same issue not
• seen in the newer builds.

Oct 2018 – Mar 2019 · 5 mos

• Assisting customers with high severity cases like data unavailability and access issues.
• Act as a SPOC for high visibility, business critical customers
• Dell EMC Isilon coach for protocols for the EMEA geographical location.
• Handling technical mentoring of the team.
• Coaching frontline technical support engineers for consulting and delivering technical
• training for the team.
• Developing training material and conducting training sessions for new hires.
• Handling DU/DL, Sev1 issues and Escalations of major customers.
• Assist Field engineers remotely during site visits for troubleshooting various issues.
• Troubleshooting various issues dealing with file sharing protocols such as iSCSI, NFS and
• SMB.
• Assist and train team members to tackle customer issues.
• Migration Support (VNX/NetAPP) to Isilon.
• Backup and Recovery using NDMP 3/4 protocol to DMA(Avamar/Veritas-NetBackup)
• Following Dell EMC best practices during configuration/installation for seamless
• production and ensuring that performance is not compromised and meets standard
• specs.

Oct 2016 – Oct 2018 · 2 yrs

Aug 2014 – Oct 2016 · 2 yrs 2 mos