Summary
Overview
Work History
Education
Skills
Projects & Initiatives
Professional Traits
References
Timeline
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GAURAV PATEL

Sydney,NSW

Summary

Customer-focused Technical Consultant with 4+ years of experience supporting enterprise clients across SaaS platforms, cloud environments, and DevOps ecosystems. Proven success in aligning technical solutions with business goals, managing post-sales relationships, and troubleshooting complex system integrations. Known for strategic thinking, stakeholder engagement, and delivering measurable customer value through collaboration and technical expertise.

Overview

5
5
years of professional experience

Work History

Customer Experience Engineer

Atlassian
Sydney, NSW
01.2024 - 01.2025
  • Owned post-sales technical relationships with large enterprise clients, ensuring successful deployment and expansion of Atlassian cloud products.
  • Collaborated with CSMs and Solution Engineers to drive customer success plans, resolve complex escalations, and optimize product usage.
  • Led workshops and technical enablement sessions across Jira, Confluence, and integrations with observability platforms.
  • Advocated for customer needs by working closely with Product and Engineering to improve performance monitoring capabilities.
  • Maintained deep understanding of customer architecture and business drivers to support proactive incident mitigation.

Customer Success Engineer

Datacom
Sydney, NSW
01.2020 - 11.2023
  • Delivered hands-on technical support and advisory services for cloud infrastructure, APM, and ITSM solutions.
  • Managed technical onboarding and success for enterprise customers deploying hybrid monitoring environments (AWS, Azure, and private cloud).
  • Built and maintained customer health dashboards and automation scripts to optimize application performance and uptime.
  • Facilitated Quarterly Business Reviews and roadmaps focused on IT transformation, DevOps maturity, and platform adoption.
  • Partnered with service delivery and development teams to streamline client support processes and reduce time to resolution.

Education

Master of Science - Business Information Management And Systems

La Trobe University
Melbourne, VIC
07-2019

Bachelor of Science - Information Technology

Mumbai University
Mumbai
07-2016

Skills

  • SaaS & Cloud Platform Support (AWS, Azure, GCP)
  • Enterprise Technical Account Management
  • Infrastructure & Application Monitoring
  • CI/CD & DevOps Tools (Jenkins, Git, Ansible)
  • API Integrations & Automation
  • Stakeholder Management (including CxO level)
  • Incident Management & Root Cause Analysis
  • Agile Delivery & Cross-functional Coordination
  • ITSM Platforms (ServiceNow, BMC Remedy)
  • Application Servers (Apache, IIS, Tomcat, WebLogic)

Projects & Initiatives

  • Enterprise Monitoring Integration: Implemented a cloud-native monitoring strategy across hybrid infrastructure using APM and cloud-native tools.
  • DevOps Pipeline Optimization: Integrated performance monitoring into CI/CD workflows, reducing deployment errors by 30%.

Professional Traits

  • Strong Technical and Business Acumen
  • Empathetic and Customer-Oriented
  • Confident in Executive-Level Communication
  • Continuous Learner and Team Mentor

References

Himali Kothiya
Senior Technical Support
Dynatrace, Sydney, Australia

Timeline

Customer Experience Engineer

Atlassian
01.2024 - 01.2025

Customer Success Engineer

Datacom
01.2020 - 11.2023

Master of Science - Business Information Management And Systems

La Trobe University

Bachelor of Science - Information Technology

Mumbai University

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