Melbourne, Victoria, Australia
Dynamic and results-driven technical support leader with a solid background in software development and a strong track record across individual contributor and managerial roles. Skilled at solving complex issues, enabling customer success, and leading high-performing support teams. Currently contributing to an innovative AI developer tool, combining technical depth with a customer-centric mindset to drive product adoption and enhance user experience. Owning the AU/NZ region while collaborating with global engineering teams to resolve complex customer issues and keep global support operations running smoothly. For the past several years, I’ve operated as the primary support contact across Australia, APAC, and EU timezones for U.S.-based startups, working fully remotely since 2017. In this capacity, I’ve acted as the go-to resource for customers, Technical Account Managers, and Customer Success Managers — delivering high-impact support, solving complex issues, and building trust across global teams and clients. My background includes managing 24x7 support operations, working directly with engineering and product teams, and consistently driving customer satisfaction in fast-paced SaaS environments. I excel in high-autonomy roles where I can take ownership of support strategy, strengthen cross-functional collaboration, and ensure smooth customer experiences across borders and time zones.
Senior Support Engineer supporting AI and developer tooling platforms, independently owning the AU/NZ region while collaborating with global engineering teams to resolve complex customer issues and keep global support operations running smoothly.
• Providing application support for Morningstar products and integrated systems developed in C# and Java. • Interacting with customers through email/call to resolve the issues within defined SLA. • To triage, diagnose and articulate defects or service issues raised by customers and other internal teams. • Providing quality support using ITIL principles. • Involved in migrating Level2 support workflow from Jira to Salesforce systems. • Fixing bugs and supporting products build in java c# and using sql server database. • Handling issues related to Linux, Unix, windows system, networking etc. • Monitoring production issues proactively using tools like Splunk, Nagios and take corrective actions. • RCA creation and discussion with senior management team on weekly review. • Working closely with team in china and ensure issues are resolved in defined SLA’s. • Discuss customer issues with stakeholders from development, testing teams in sprint meetings to improve the product and resolve any pending defects on priority and minimize customer impact. •Manages BAU process within Application Support. •Works on Continuous Improvement tasks within the team and across business units as necessary •Cross train and cross skill as necessary. •Single point of contact for technical support issues related to Morningstar Australasia products. •Investigate the performance and production issues by analyzing Nagio’s report and Splunk logs. •Creating knowledge base and documentation of processes and new learning’s on confluence wiki. •Adapt to new technologies and toolsets as required. Automate things to improve system and remove recurring issues.
WebInsure Exchange Manager is highly scalable SAAS based product developed in Java/J2EE. It ensures smooth flow of transactions between health insurance buyers and providers. EDI technology is used for secure transmission of data between parties. 1. Providing L2/L3 support for WEM (SAAS based healthcare product developed in Java/J2EE) 2. Managing a team of 15 support analyst in 24X7 follow the sun support model. 3. Involved in hiring support analysts, training them, and guiding them. 4. Travelled to customer site in U.S for support of new product release and beta testing. 5. Providing Code fixes for the defect raised in the system and any new enhancements. 6. Involved in coordinating with internal stakeholders to address customer escalations and 100% post-production support. 7. Primary point of contact for escalated issues regarding the product across the team. 8. Supported application deployment and release process. 9. Discussing customer pain points in weekly meetings and working on action plan. 10. Involved in product training's delivered to customers. 11. Creating RCA and risk mitigation plans for any severe customer escalation. ACHIEVEMENTS: 1 Helped in streamlining the newly built production support team by creating the processes and mentoring the resources. 2 Worked on the UI to provide the information to customers which was earlier done through manual reports, this saved a lot of manual efforts in the project. 3 Awarded with a Prestigious quarterly spotlight award for working with customers during the peak period of “Open Enrollments” and help adapt with the newly launched WEM product. 4 Special Recognition by the Management for demonstrating quick learning abilities and adaptability to perform at the best level possible. 5 Was able to get to the root cause of many serious issues/bugs. This helped in resolving the issues and providing a reliable fix to the customers.