Headline

AI Support Engineer | Cloud Support Specialist @ Google Operations | GenAI Platforms | ITSM | RAG & Agentic AI | Built AI Chatbots & Workflow Automations | GCP | Python | LLMOps | GCPx3 | Red Hatx2

About

I started my career in testing and support. Today, I build AI-powered solutions that reduce support effort, automate workflows, and help teams move faster. I’m currently working as a Cloud Support Specialist supporting enterprise environments and AI-driven platforms, where I handle production troubleshooting, incident resolution, bug triaging, log analysis, and cross-functional escalations. Along the way, I moved beyond support into automation, GenAI, and workflow engineering - building RAG-based chatbots, AI assistants, and internal tools using LLMs, Agentic AI concepts, Gemini, LangChain, LangGraph, n8n, SQL, and GCP. Over the last 6+ years, I’ve worked across telecom, networking, cloud support, and enterprise operations. I’ve built automation solutions that reduced handling time by 93%, created AI systems that lowered L1 support demand by 63%, standardized workflows for 100+ engineers, delivered technical sessions, mentored teams, and acted as the bridge between customer support and product engineering. Right now, I’m focused on the next phase of my career: moving deeper into AI Engineering, AI Support Engineering, FDE-1, and platform-focused roles where I can combine technical problem-solving, automation, cloud experience, and GenAI to build systems that create measurable impact. Always open to conversations around AI, cloud, automation, and building what’s next.

Location

Hyderabad

AI stack

aistudio

antigravity

claude

codex

gemini

notebooklm

Work experience

Senior Cloud Support Engineer at Google Operations Center, Aug 2024 - Present · 2 yrs 1 mo, ● Led end-to-end troubleshooting for enterprise AI products by coordinating between support teams and Product Engineering, accelerating resolution of high-priority incidents. ● Investigated production issues through log analysis, debugging traces, and performance monitoring, improving incident diagnosis efficiency. ● Conducted Root Cause Analysis (RCA) for customer-impacting issues, reducing repeat escalations and improving resolution quality. ● Built an AI-powered support chatbot using RAG and Dialogflow CX, reducing L1 “how-to” queries by 63%. ● Developed an automation platform using SQL workflows and Gemini AI, reducing handling time by 93% (30 mins → 2 mins). ● Automated documentation and case workflows using Google Apps Script, enabling adoption across 100+ support engineers. ● Delivered technical enablement sessions on GenAI automation frameworks for 125+ engineers and stakeholders. ● Mentored L1/L2 engineers through audits, workshops, and troubleshooting reviews, improving knowledge transfer and case quality. ● Drove process innovation initiatives by partnering with operational excellence teams to deploy automation ideas. ● Consistently exceeded KPIs by maintaining 100% CSAT, 98% quality, and strong productivity metrics.

Tech Process Senior Associate at Google Operations Center, Dec 2022 - Aug 2024 · 1 yr 9 mos, ● Helped clients worldwide implement Google Tag on their website using hardcode or via Google Tag Manager. ● Set up conversion actions in Google Ads as per the requirements using data layers or CSS selectors. Google Tag implementation and troubleshooting ● Built an Automation Tool - 1. Working on each case involved generating screenshots. These screenshots need to be saved in a Google Doc with the same case ID & supposed to be shared with the right set of people. The link to this document should be attached to the case. 2. Created a simple tool using Google AppsScript, automating this entire manual effort by taking just the Case ID as input. 3. This saved 5-7 minutes for each agent on each case. ● Architected a GenAi tool - 1. Created a POC of a GenAI tool, responsible for improving quality and avoiding possible compliance errors from an agent perspective. 2. The tool took real-time inputs. Processed and generated results to help agents during an appointment. 3. Considering 90% or more accurate model will reduce 98% or more compliance errors, drastically improving the quality score. ● Achievements & Awards - EXCEEDED EXPECTATIONS RATING - For delivering exceptional performance throughout the year 2023 INDIVIDUAL CONTRIBUTOR AWARD - For best performer of the month, September 2023

Technical Support Engineer at Movate, Feb 2022 - Nov 2022 · 10 mos, Chennai, Tamil Nadu, India, ● Resolved networking issues for NetGear customers by troubleshooting routers, extenders, and mesh environments remotely. ● Diagnosed WiFi6 issues, including network drops, speed degradation, and MAC-related problems, improving first-call resolution. ● Optimized customer issue handling through structured troubleshooting, achieving 92% FCR. ● Maintained high support quality and customer experience, delivering 98% CSAT. ● Improved operational efficiency by sustaining 22-minute AHT while handling technical escalations. ● Increased upsell performance through solution-based recommendations, generating $560/month average revenue.

Customer Service Associate at Tech Mahindra, Aug 2021 - Jan 2022 · 6 mos, Noida, Uttar Pradesh, India, ● Provided 24/7 customer support via phone & email ● Resolved product return-related issues in the Large & electronics segment ● Handled daily 50+ cases from direct consumers & achieved monthly KPIs

Test Engineer at Infosys, Apr 2020 - Mar 2021 · 1 yr, Pune, Maharashtra, India, ● Executed 150+ manual test scenarios across telecom applications using Agile delivery practices. ● Validated application logic through regression and functional testing using Selenium and SoapUI, improving release confidence. ● Developed automation scripts in C# with Excel parameterization, reducing repetitive validation effort. ● Collaborated with cross-functional teams to identify defects and improve testing coverage. ● Performed code-level verification and issue validation, increasing defect detection accuracy. ● Supported release cycles by ensuring stable deployments and quality compliance.

System Engineer Trainee at Infosys, Oct 2019 - Mar 2020 · 6 mos, Mysore, Karnataka, India

Education

Bachelor of Engineering - BE, Computer Engineering, SINHGAD INSTITUTE OF TECHNOLOGY,LONAVLA

C.S.M.S.S. College of Polytechnic

Public links

github: https://github.com/ksanket96