Headline

💻Technical Account Manager | Associate Product Manager | SaaS & Blockchain Platforms · Customer Success · SRE · AWS · DevOps

About

6+ years of experience as a Support Engineer and Associate Product Manager across SaaS and Blockchain platforms, operating at the intersection of Technical Account Management, product operations, and enterprise customer success. Core focus: building and scaling the operational backbone for Web3 and AI platforms, translating complex system behaviour into product decisions that improve the user experience. What I bring to every role: 1. Enterprise Customer Success & Account Management End-to-end management of enterprise accounts: onboarding, SLA adherence, escalation management, and renewal confidence. At GeneiCloud, reduced P1 MTTR by 57% and cut support ticket volume by 11% through improved API documentation and cross-functional collaboration with engineering. 2. Product Operations & Roadmap Influence Responsible for the full product lifecycle feedback loop between users and engineering. Support trends get translated into data-driven product roadmap inputs, prioritised within Agile delivery frameworks. At Polygon, stakeholder management spanned 45+ enterprise validator operators, with technical insights fed directly into protocol governance decisions. 3. Infrastructure Reliability (SRE) Managed critical node operations for Polygon and Oasys on AWS and GCP, achieving 97% uptime. CI/CD, Docker, Grafana, and Datadog form the core observability stack. Also led RLHF initiatives to improve LLM accuracy for enterprise AI models. The differentiator is the hybrid background. Most TAMs come from support or sales. Most APMs come from pure product. This background spans distributed infrastructure, developer community leadership, and co-authored validator economics research across five major Blockchain networks. That depth means fluency with both the enterprise client in the boardroom and the engineer in the incident channel. Actively targeting roles at SaaS or Web3-native companies where technical expertise, customer success, and product thinking need to live in the same person. Tech Stack Core: Linux/Unix · AWS · GCP · Docker · CI/CD Web3 & AI: Blockchain Node Ops · LLM Ops · RLHF · Prompt Engineering Ops Tools: n8n · Zapier · Cursor · Grafana · Datadog · Zendesk · JIRA

Location

Greater Chennai Area

AI stack

claude

cursor

gemini

n8n

openai

ChatGPT

Work experience

Technical Account Manager at GeneiCloud, Jul 2025 - Present · 1 y 2 mo, India, 🎯 Product Strategy and Roadmap: Managed the end-to-end product feedback loop, converting support trends and user pain points into user stories and actionable engineering requirements. ⚡ Operational Excellence: Reduced P1 incident MTTR by 57% through the standardisation of technology runbooks and automated triage protocols, establishing best practices that scaled across the support and product teams. 🛠️ User Experience Improvement: Led a cross functional initiative to simplify REST API standards. This effort directly reduced support ticket volume by 11% through better technical documentation and integration guides. 📊 Data Driven Decision Making: Utilized CloudWatch logs and SQL queries to perform root cause investigations. These insights informed product prioritization and increased customer renewal confidence. 🤝 Stakeholder Management: Led cross-functional stakeholder management between engineering, product, and enterprise clients to maintain platform stability and deliver a consistent, high-quality customer experience during rapid scaling. 🔄 Agile/Scrum: Operated within an Agile/Scrum delivery framework, translating support trends into sprint-ready engineering requirements and maintaining a prioritised product backlog. 🚨 Escalation Management: Owned end-to-end escalation management for P1 incidents, coordinating engineering and customer-facing teams to meet resolution SLAs under high-pressure conditions. 📊 Data-Driven: Applied a data-driven approach to incident analysis, leveraging CloudWatch logs and SQL queries to surface patterns that informed product prioritisation and decision making across engineering and customer success teams. 🤝 Renewal Management: Supported renewal management by providing proactive operational health reviews and risk signals to customer success and account teams ahead of contract cycles.

Support Engineer (DevRel / Customer Success) at Oasys, Dec 2023 - Dec 2024 · 1 yr 1 mo, Remote, Bridging the gap between Validator Operations, DevOps, and Community Growth in a fast-paced, gaming-optimized blockchain environment. DevRel & Community Growth: 🚀 Program Leadership: Orchestrated an Ambassador Program and Hackathon which drove a increase in community engagement, accelerating developer product adoption and ecosystem growth. 🤝 Ecosystem Expansion: Supported ecosystem expansion through developer AMAs, industry partnership development, and go-to-market initiatives that broadened the Oasys developer community. Infrastructure & Reliability (SRE): ☁️ Cloud Reliability: Managed distributed AWS infrastructure (EC2, S3, RDS), achieving 97% uptime through rigorous hardening and monitoring protocols. 🤖 Automation: Reduced configuration drift by 44% on GCP (Compute Engine) by implementing automated validator deployment scripts. 📚 Developer Experience: Authored detailed technical runbooks that standardized workflows and reduced validator setup issues by 39%.

Validator Specialist at Polygon Labs, Jun 2022 - Nov 2023 · 1 yr 6 mos, Remote, Served as primary technical bridge for 45+ enterprise validator operators, owning the end-to-end technical relationship from onboarding through escalation management. Technical Infrastructure & Operations: ⚙️ Node Deployment: Hands-on setup and maintenance of Validator, RPC, and Archive nodes for operators, performing deep log analysis to ensure network sync and stability. 🕵️‍♂️ Web3 Forensics: Troubleshot complex transaction failures and gas issues using block explorers (Etherscan, Polygonscan) and wallet diagnostics (MetaMask, Coinbase Wallet). 📊 DeFi & Protocol Analysis: Analyzed various DeFi protocols to provide technical insights and operational guidance to partners. Ecosystem & DevRel Impact: 🌐 Community Leadership: Implemented new governance processes, managed community moderation, and supported marketing initiatives to drive network adoption. 📚 Documentation: Authored technical runbooks that standardized the validator onboarding experience, reducing setup issues and accelerating time-to-value for new node operators. ⚡ Performance Wins: Reduced average support response time by 12% through structured troubleshooting, process optimization, and root-cause analysis. 🗺️ Roadmap: Translated support trend analysis and user pain points into actionable product roadmap inputs, directly influencing feature prioritization and platform stability initiatives.

Support Specialist at Polygon Labs, Apr 2021 - Jun 2022 · 1 yr 3 mos, Bengaluru, Karnataka, India, Focused on observability, incident management, and knowledge engineering before promotion to Validator Specialist. Core Contributions: 🛠️ Observability & Tooling: Leveraged Splunk, Datadog, and Grafana alongside raw API diagnostics to troubleshoot technical issues, achieving a 27% decrease in data-gathering time. 📘 Knowledge Engineering: Led Root Cause Analysis (RCA) initiatives and authored 45+ Knowledge Base (KB) articles, creating a standardized debugging framework that improved team insights.

Support Engineer at CollabNet VersionOne, May 2019 - Mar 2021 · 1 y 10 mo, Greater Chennai Area, Specialized in B2B technical support and incident management for enterprise software development tools. Key Achievements: ⚡ Efficiency: Reduced P1 incident MTTR by 43%, ensuring consistent SLA compliance and maintaining enterprise-grade service reliability across critical infrastructure. 🤝 Customer Success: Provided proactive operational insights that reduced recurring cloud infrastructure tickets by 31%. 🧠 Knowledge Management: Maintained the internal knowledge base to ensure support readiness during peak traffic periods. 🛟 Support: Specialized in B2B SaaS technical support and incident management at CollabNet VersionOne, serving enterprise software development teams globally.

GET(Graduate Engineer Trainee) at Utopus Insights, May 2018 - Mar 2019 · 11 mos, Bengaluru, Karnataka, India, Gained foundational expertise in Site Reliability Engineering (SRE) and incident lifecycle management for production systems. Key Contributions: 🚨 Incident Management: Handled high-pressure on-call rotations, debugging 12+ P1 incidents per quarter while maintaining critical system uptime during after-hours. 🛠️ Proactive Tooling: Built internal monitoring dashboards and tools that slashed recurring infrastructure issues by 32%, shifting focus from reactive fixes to prevention. 🤝 System Reliability: Collaborated with engineering on Root Cause Analysis (RCA) to permanently fix complex DNS resolution and network throughput bottlenecks.

Education

MCA - Master of Computer Applications, computer applications, Vellore Institute of Technology

Bachelor of Computer Applications(BCA), Computer Science, Ramakrishna Mission Vivekananda College