Vaibhav Thakur
@vaibhavthakur1
Senior customer support engineer specializing in enterprise SaaS troubleshooting and RCA.
IndiaWhat I'm looking for
I’m a Senior Customer Support Engineer with 7 years of experience supporting enterprise applications and SaaS platforms. I handle customer escalations, high-priority incidents (P1/P2), and complex troubleshooting across Java applications, databases, APIs, and data platforms.
At Celonis, I provide advanced L2 support for the process mining platform—working through complex cases involving data models, automation workflows, integrations, and large enterprise datasets. I perform detailed root cause analysis using logs, SQL queries, monitoring tools, API traces, and browser debugging, and then partner with engineering, product, and SRE teams to reproduce defects and drive permanent fixes.
I also bring an operations mindset: I’ve supported production stability and followed ITIL-based incident, problem, and change management processes while keeping incidents aligned to SLA timelines. Across roles, I’ve guided customers on best practices for automation workflows, integrations, and performance optimization, and contributed ideas to improve support processes and overall customer experience.
I’ve grown beyond ticket resolution by mentoring junior engineers, joining complex customer calls when needed, and assisting fellow L2 engineers during difficult investigations. I’m excited about the opportunity to grow into a support leadership role—bringing clear communication, deep technical ownership, and continuous process improvement to fast-paced teams.
Experience
Work history, roles, and key accomplishments
Provide advanced L2 technical support for enterprise customers using the Celonis process mining platform, resolving complex cases across data models, automation workflows, integrations, and large datasets. Investigate P1/P2 incidents, perform root-cause analysis with logs/SQL/API traces, and partner with engineering, product, and SRE to drive permanent fixes while meeting SLA commitments.
Delivered production support for enterprise applications, investigating and resolving production issues while maintaining live system stability within defined SLA timelines. Followed ITIL-based incident, problem, and change management processes and collaborated cross-functionally to prevent recurrence.
Served as an L3 support engineer for a Java-based enterprise inventory management application, handling bug fixes, code enhancements, and production issue resolution for global customers. Monitored MySQL performance, optimized SQL queries, used Postman for API troubleshooting, and coordinated fixes and deployments while mentoring junior engineers.
Provided support for on-premise and cloud-based enterprise applications by investigating and resolving application issues to minimize business impact. Worked with development teams to fix defects and improve system stability, supporting both internal teams and customers with Java/MySQL troubleshooting.
Education
Degrees, certifications, and relevant coursework
Aligarh Muslim University
Master of Computer Applications and Information Sciences, Computer Applications and Information Sciences
2016 - 2019
Completed a Master of Computer Applications and Information Sciences at Aligarh Muslim University from 2016 to 2019.
Aligarh Muslim University
Bachelor of Science (Hons.) in Mathematics, Mathematics
2013 - 2016
Completed a Bachelor of Science (Hons.) in Mathematics at Aligarh Muslim University from 2013 to 2016.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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