Harish Shete
Technical Support Engineer | 6+ Years | Production Support | Automation & AI | Linux & Databases
- Role
- Technical Support Engineer at Perforce Software
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Harish Shete
Welcome To My Profile I am a Technical Support Engineer with over 6 years of experience supporting enterprise and SaaS applications. I specialize in client-side and server-side troubleshooting, log and database analysis, and resolving complex production issues for global customers. Throughout my career, I have handled end-to-end support operations, worked closely with engineering and product teams, and consistently maintained high SLA performance. Alongside core support responsibilities, I actively build automation and AI-driven tools to improve support efficiency. Key Achievements Built a prototype conversational AI support bot using the Mistral 7B LLM to help resolve customer issues and automatically raise tickets when escalation is required. Reduced log analysis time from 30–35 minutes to 5–10 minutes by developing internal log analysis tools. Managed the entire support function independently, handling ~12+ tickets per day along with ad-hoc requests while maintaining 98%+ SLA performance. Optimized Jira and Metabase setups to improve issue tracking and reporting based on project needs. Identified product defects and collaborated with engineering and product teams to implement fixes and improvements. Resolved batch job failure incidents through log analysis, root cause identification, and corrective actions. Awards: Rookie Award for maintaining 98%+ SLA performance. Two Spot Recognition Awards for providing seamless support during scheduled maintenance activities. Core Skills:Production support • Incident management • Root cause analysis • Log and database troubleshooting • Automation • AI-assisted support Technical Skills: Technologies: AWS (basics), Linux, Git, Shell scripting Languages: Ruby, JavaScript, Java Databases: MySQL, MongoDB, Oracle Tools: Jira, Metabase, Rails Console, Postman, VS Code, Nagios, Remedy, OTRSI’m committed to delivering fast, reliable solutions to customer issues, while continuously improving support processes through automation, better tooling, and AI.
Experience
Technical Support Engineer
Feb 2025 — Present · Pune, IN
Education
ASMA Institute of Management Shivane, Tal. Haveli, Pune 411023
Master of Computer Applications - MCA, Computer Programming, Specific Applications
2020 — 2022
Vidyabharati Mahavidyalaya , C.K. Nayadu Road , Camp, Amravati.
BCA - Bachelor of Computer Application, Computer Programming, Specific Applications
2016 — 2019
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