Gaurav Gupta

About Gaurav Gupta

As a Senior Software Engineer at Atlassian, I focus on building AI-driven systems that enhance customer support and streamline complex workflows. My work emphasizes leveraging Agentic AI and Retrieval-Augmented Generation (RAG) technologies to create scalable, reliable, and practical solutions that minimize manual intervention and improve user experience. With over 14 years of experience, I specialize in designing and implementing large-scale backend services that address real-world business challenges. My work is driven by a commitment to innovation and collaboration, ensuring that our solutions add value to day-to-day operations while maintaining robust and efficient systems.

Experience

1. Senior Software Engineer

   Atlassian

   Nov 2023 — Present

   I work on building AI-driven systems that help improve customer support operations and automate complex workflows. A large part of my work focuses on applying AI in practical ways to handle customer support requests more efficiently and reduce the need for manual intervention. I collaborate closely with product, data science, and engineering teams to design solutions that improve the support experience while keeping systems reliable and scalable.Key contributions include:• Built and improved AI-driven customer support systems using Agentic AI and RAG to handle complex technical queries with minimal human involvement.• Designed and developed an action framework from the ground up to manage agentic tools and enable AI agents to safely perform operational tasks.• Integrated interactive AI agents into support workflows to automate common support processes and speed up issue resolution.• Implemented a semantic search platform that improved how knowledge is retrieved, helping the system provide more accurate and useful responses.• Worked with product and data science teams to run experiments, measure results, and continuously improve the quality of AI interactions.• Helped reduce support ticket volume and improve resolution times, contributing to over $10M in annual cost savings.• Facilitated team retrospectives and process improvements that helped improve developer productivity, team velocity, and overall engineering effectiveness.

Education

• Hindustan College of science and technology

  Bachelor of Technology - BTech, Computer Science

  2007 — 2011

Skills

• Struts
• Java
• Core Java
• Ajax
• Spring
• Postgresql
• Tomcat
• Javascript
• C
• Phpmyadmin
• Jsp
• Jboss Application Server
• Spring Framework
• Sql
• Php
• Hibernate
• Jquery
• Web Applications
• Wicket
• Java Enterprise Edition
• J2ee
• Html
• Db2
• Eclipse
• Servlets
• Junit
• Css