Ayusman Patnaik

Customer Success Engineer - L1/L2 Technical Support

Bhubaneswar, IN.

About

Highly proficient Customer Success Engineer with 1+ year of hands-on experience in L1/L2 technical support, specializing in cloud infrastructure, SaaS, and AI/ML platforms. Expertly managed over 2,000 support tickets, ensuring SLA compliance and rapid resolution for complex issues across diverse domains including gaming and media streaming. Skilled in troubleshooting Kubernetes/Docker, Linux/Windows servers, and CI/CD pipelines, leveraging observability stacks like Prometheus and Grafana for proactive incident response and root cause analysis.

Work

DigiRDP, LLC

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System Administrator

Bhubaneswar, Odisha, India

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Summary

Administered 150+ VPS/RDP instances with 99.9% uptime and configured containerized deployments for LLM inference and 3D-XR media streaming.

Highlights

Administered 150+ VPS/RDP instances, including GPU-enabled servers for cloud-native applications, maintaining 99.9% uptime through proactive monitoring with Prometheus, Grafana, and Loki.

Configured and troubleshot Docker/Kubernetes containerized deployments for cloud-native systems, including LLM inference infrastructure and model serving (KServe, Ray Serve) with REST API integrations.

Provided technical support for 3D-XR media streaming workloads on GPU infrastructure, resolving Docker container, Kubernetes networking, and streaming pipeline connectivity issues.

Teleperformance

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Technical Support Specialist

Bhubaneswar, Odisha, India

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Summary

Managed L1/L2 technical support for cloud platform customers, maintaining SLA compliance and escalating critical incidents across diverse domains.

Highlights

Managed L1/L2 technical support for 2,000+ cloud platform customer tickets using Jira/Zendesk, consistently meeting SLA compliance for critical incidents.

Provided Tier 1-2 support for observability stacks (Prometheus, Grafana, OpenTelemetry) issues, conducting root cause analysis and escalating containerized application failures on Kubernetes/Docker to L3 teams.

Troubleshot critical issues in Linux/Windows server infrastructure, network connectivity, REST API failures, and CI/CD pipeline disruptions, supporting cloud-native AI/ML and GPU-enabled gaming server deployments.

Kalinga Scroll Media Services LLP

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Media Production & Platform Operations

Bhubaneswar, Odisha, India

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Summary

Managed customer-facing streaming infrastructure and automated media workflows with Python, ensuring efficient content delivery and incident response.

Highlights

Managed customer-facing streaming infrastructure (RTMP/HLS/WebRTC) for media production clients, supporting virtual production pipelines and XR/VR media server deployments.

Developed Python automation for media workflow systems, integrating REST APIs for asset management and automated content delivery.

Implemented Grafana monitoring for media workflows, enabling proactive uptime tracking and efficient incident response.

Hobspace (Eduk8 Learning Labs)

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Programming Educator & Game Server Administrator

Bhubaneswar, Odisha, India

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Summary

Educated young learners in programming and logical skills while administering game servers to enhance focus and mental ability.

Highlights

Educated 5-12 year old learners in Scratch, logical/chess puzzles, and visual programming using ScratchJR, Lichess, and Code.org, enhancing focus and mental ability.

Education

IIT Patna

Bhubaneswar, Odisha, India
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B.S. (Online) AI & Cybersecurity

Centurion University

Bhubaneswar, Odisha, India
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B.Tech (Paused) Computer Science

Maya Academy of Advanced Cinematics

Bhubaneswar, Odisha, India
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Diploma Digital Animation and Filmmaking

Kendriya Vidyalaya Puri

Bhubaneswar, Odisha, India
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12th HSC/PCM/C++

Languages

English

Hindi

Odia

Skills

Customer Success Engineering

L1/L2 Support, Customer Success, Technical Support, Customer Retention, Account Management.

SLA Management & Escalation

SLA Management, Escalation Workflows, Automated Ticket Routing, Incident Management.

Ticketing Systems

Jira, Zendesk, Ticketing Systems.

Customer Communication

Customer Stakeholder Communication, Technical Support Inquiries.

Knowledge Base Documentation

Knowledge Base Documentation.

Incident Response & Root Cause Analysis

Incident Response, Root Cause Analysis, Alert Management.

Cloud Platform Support

AWS, Azure, GCP, Cloud-native Applications, Alops Platform Support.

Server Administration

Linux System Administration, Windows Server Administration, Game Server Hosting and Support.

Containerization

Kubernetes Cluster Troubleshooting, Docker Container Troubleshooting, Containerized Deployments.

Infrastructure as Code (IaC)

Terraform, Helm, IaC.

CI/CD Pipeline Support

GitHub Actions, Jenkins, CI/CD Pipeline Disruptions.

GitOps Workflows

ArgoCD, GitOps.

Monitoring & Observability

Prometheus Monitoring, Grafana Dashboard Troubleshooting, Loki Log Aggregation, OpenTelemetry Instrumentation, Datadog, New Relic, Dynatrace.

REST API Integration

REST API Troubleshooting, API Integration Support, Webhook Configuration.

LLM Platform Support

OpenAI, Anthropic, Ollama, LLM Inference Infrastructure, Model Serving, KServe, Ray Serve.

Database Troubleshooting

PostgreSQL, MySQL.

Network Troubleshooting

DNS, TCP/IP, Load Balancers, Network Connectivity.

CDN Configuration & Troubleshooting

CDN Configuration, CDN Troubleshooting.

Scripting & Automation

Python Scripting for Automation, Bash and Shell Scripting.

GPU Infrastructure Support

NVIDIA CUDA, GPU-enabled Servers, AI/ML Workloads, CUDA Troubleshooting.

XR/VR Streaming Infrastructure

3D-XR Media Streaming, Media Pipeline Operations, 3D Rendering Farm Management, Streaming Protocols, RTMP, HLS, WebRTC.

Virtual Production Pipelines

Virtual Production Pipelines.

Media Workflow Systems

Media Workflow Systems, Automated Content Delivery.

Programming Education

Scratch, ScratchJR, Lichess, Code.org, Logical Puzzles, Chess Puzzles, Visual Programming.