Binaya Sam Kuriakose

About Binaya Sam Kuriakose

Product Support Engineer with 11+ years of experience owning live production issues from detection through resolution across payments, ads, and e-commerce platforms. Proven in reproducing complex bugs, performing data-driven root cause analysis using logs and SQL, and coordinating with Engineering and Operations during Sev incidents. Strong track record of improving platform reliability and user experience by operationalizing fixesthrough monitoring, runbooks, and RCA-driven process improvements, with a growing focus on leveraging AI-powered tools to accelerate investigationand support workflows.

Experience

1. Sr Partner Engineer

   Roku

   Sep 2025 — Present · Bengaluru, IN

   Served as the Subject Matter Expert for Roku Pay, owning production triage end to end and reducing mean time to resolution by ~30% througheffective issue reproduction, root cause analysis, and close collaboration with Engineering and Product teams.Analyzed subscription and payment data to identify drivers of involuntary churn, including high sign-ups with low activation and elevated cancellationrates, using Looker and Apache Superset to improve conversion and payment reliability.Supported Tier-1 partners across North America, Latin America, and EMEA with Roku Pay and Enhanced Subscription Recovery integrations, helpingensure stable launches, reliable payments, and fewer post-launch incidents.Managed content enforcement and billing-related workflows, including channel takedowns, subscription cancellations and refunds, and resolution ofentitlement, billing, and pricing change issues, while minimizing partner and end-user impact.Implemented and maintained synthetic monitoring with Catchpoint to track availability and performance of critical offer and checkout pages, enablingearly detection of issues before they impacted partners.Improved incident investigation speed and accuracy by leveraging AI-driven knowledge platforms such as Glean to quickly surface relevantproduction fixes, feature updates, and release information.

Education

• Bhartiya Vidya Bhavans Sardar Patel Institute of Technology Munshi Nagar Andheri Mumbai

  Master's degree, Computer Application

  2010 — 2013

Skills

• Mysql
• Core Java
• Firebug
• Itil
• Javascript
• Oracle Enterprise Manager
• C++
• Weblogic
• Nagios
• Html
• C
• Programming
• Xml
• Application Support
• Unix
• Fix Protocol
• Jira
• Uft
• Shell Scripting
• Hive
• Microsoft Office
• Servicenow
• Doubleclick for Publishers (Dfp)
• Root Cause Analysis
• Hdfs
• Oracle
• Oracle Weblogic
• Bmc Bladelogic
• Windows
• Production Support
• Microsoft Sql Server
• Selenium Ide
• Customer Escalation Management
• Troubleshooting
• Java
• Selenium Webdriver
• Task Scheduler
• Sql
• Linux
• Fault Finding