Vaibhav Narayan

About Vaibhav Narayan

I\'m a Technical Support Manager at Commvault, with 5+ years of experience supporting and leading enterprise-scale customer engagements in the data protection space.My core strength lies in blending technical depth (Linux, backup & recovery, infrastructure) with a product-first mindset, ensuring every support experience feeds back into usability, resilience, and customer value.As I’ve grown from an Support Engineer into a team lead and now a Manager, I’ve focused on mentoring engineers, driving cross-functional initiatives, and bridging gaps between support and product/engineering to improve both user outcomes and backend systems.I’m passionate about scalable support systems, root cause analysis, and customer feedback loops — all of which shape better products.

Experience

1. Manager, Customer Support

   Commvault

   Dec 2024 — Present · Bengaluru, IN

   Lead a team of engineers across Unix/DB, Messaging, and Metallic (SaaS), resolving critical issues on Commvault’s enterprise data protection suite.Serve as the liaison between support and product teams, translating customer pain points into actionable product improvements and driving expedited reviews of engineering-escalated cases.Mentor engineers in root cause analysis, post-mortem reviews, and escalations to engineering to ensure timely and effective resolutions.Drive adoption of AI-powered tools, knowledge base initiatives, and proactive support strategies, resulting in an 11% reduction in new cases and a 17% increase in customer survey responses.

Education

• Delhi Public School - Indirapuram

  Higher Secondary School, Science Stream

  2006 — 2010

• SRM University

  Bachelor of Technology (B.Tech.), Electrical, Electronics and Communications Engineering

  2010 — 2014

Skills

• C
• Red Hat Linux