Building Intelligent Products
from Real Production Challenges
I have 4+ years of experience solving enterprise production issues, analyzing customer data, improving product logic, and building AI‑powered automation solutions across Technical Support, Product Thinking, SQL Analytics, Software Development, and Artificial Intelligence.
Suraj Kumar Mohapatra
Tech Support Lead
Numbers that tell the story
A snapshot of the enterprise problems investigated, resolved, and turned into product improvements.
Production Bug Tickets Investigated & Resolved
Client Data Analysis & RCA Requests
Enterprise Clients Supported
Business Logic & Product Enhancements
AI Product Built From Scratch
Years of Professional Experience
Support engineer by craft, product builder by choice
For the last 4+ years I've worked on enterprise Customer Data Platforms — the systems that quietly move millions of customer events every day for global brands.
My specialty is turning noisy production incidents into clean answers: writing the SQL, reading the logs, mapping the data flow, and staying on the call until the root cause is undeniable.
Instead of staying inside the support box, I expanded into software engineering and completed an Executive PG Diploma in Software Development with a specialization in Cyber Security.
To apply everything I learned, I built AI Marine — an AI‑powered enterprise support automation platform that combines AI, software engineering, technical support, product thinking, automation and analytics into one intelligent product.
I enjoy solving complex business problems using technology, data, and artificial intelligence.
Specialties
Tools that turn noise into signal
From SQL and Python to LLMs — a full pipeline for investigating, analysing and shipping.
Programming
Databases
Analytics
Support & DevOps
AI
Product
AI Marine — Enterprise AI Support Automation
The centerpiece of my portfolio — where 4 years of enterprise support met AI, software engineering and product thinking.
AI Marine
Enterprise AI Support Automation Platform
AI Marine turns years of support experience into an intelligent assistant — investigating tickets, drafting root cause analyses and suggesting fixes for enterprise Customer Data Platforms.
Root Cause
Segment sync failed due to schema drift in user_traits.plan_tier column — downstream campaign filter dropped 82% of audience.
An enterprise AI copilot that ingests support tickets, customer data and product context to auto‑triage, investigate and draft resolutions.
Support teams re‑investigate the same class of production issues every week. Knowledge is trapped in tickets, logs and chats.
LLM‑powered pipelines that read incident context, run pattern matching over historical RCAs and propose the fix — with SQL, references and confidence.
React + Django + PostgreSQL + Redis, containerised with Docker, served through Nginx and shipped via GitHub Actions.
Auto triage · Similar ticket search · RCA drafting · SQL suggestions · Slack / Jira sync · Analytics dashboard.
React, Django, Python, PostgreSQL, Redis, Docker, Nginx, GitHub Actions, REST APIs, OpenAI, Claude, Prompt Engineering.
Started as a weekend script to summarise long ticket threads → grew into a full‑stack platform used to accelerate incident triage.
Grounding LLM answers in real customer data safely, handling PII, and making outputs reproducible enough for engineers to trust.
Multi‑tenant workspace, auto‑generated runbooks, anomaly detection over CDP pipelines, and native Jira / Zoho integrations.
Investigations that shipped outcomes
Real production problems, structured like consulting engagements — from first symptom to business impact.
Campaign Execution Failure
Customer Data Issue
API Failure Investigation
Database Performance
Automation Failure
Production RCA
A repeatable path from signal to impact
From support engineer to product builder
Support Engineer
StartedLearned the fundamentals of enterprise support and log investigation.
L1 Support Engineer
GrowthOwned client escalations, wrote SQL, drove RCAs.
Tech Support Lead
CurrentLeading production support, mentoring, and shaping product improvements.
AI Product Builder
In progressBuilding AI Marine — an AI‑powered enterprise support automation platform.
Product Analyst
Future GoalTranslating product data into strategy and measurable outcomes.
Education
Executive PG Diploma in Software Development
Specialization in Cyber Security. A rigorous program that reshaped how I think about systems, architecture, secure design and software engineering — everything I now apply while building AI Marine.
Certifications
Continuous learning, certified
Recognized for impact, culture & excellence
16 certificates spanning culture, team, contribution and sports recognitions.
Firsthive
The Respectful Firsthiver
For communicating and connecting with all stakeholders with mutual respect.
Firsthive
The Consistent Firsthiver
For balancing measures by caring about both outcomes and the process.
Firsthive
Team Award
Recognition for collaborative impact and cross-functional delivery.
Firsthive
Building Excellence as a Habit
Recognized by Senior Director – Global Support for sustained contribution and craft.
— Jagan Dhananjayan — Senior Director, Global Support & Founding Team Member
Firsthive
Building Excellence as a Habit
Recognized by VP-Engineering for consistent contribution and excellence in delivery.
— Anshul Agarwal — VP, Engineering
Firsthive
We Will Aim to Build Excellence as Habit
Appreciation for consistent contribution to Product Support & Data Ops workstreams.
— Trishnabha Debnath — PS-Data Ops Engineer
Firsthive
We Will Aim to Build Excellence as a Habit
Recognized by the Senior Director of Global Support for continued impact.
— Jagan Dhananjayan — Senior Director, Global Support
Firsthive
Thank You for Your Contribution
Recognition from the Global Support leadership for making a difference.
— Jagan Dhananjayan — Senior Director, Global Support
Firsthive
Thank You for Your Contribution
Appreciation from the PS-Module Lead for outstanding contribution.
— Thirupathi C — PS-Module Lead
Firsthive
Thank You for Your Contribution
Recognized by the AVP of People & Change Management for making a difference.
— Sheeba Rajam — AVP, People & Change Management
Firsthive
Thank You for Your Contribution
Appreciation from the Senior Director of Global Support for consistent contribution.
— Jagan Dhananjayan — Senior Director, Global Support
Firsthive
Thank You for Your Contribution
Recognized by the Project Manager for making a difference to the team.
— Ankita Umaria — Project Manager
Firsthive
Thank You for Your Contribution
Appreciation from AVP – People & Change Management for consistent impact.
— Sheeba Rajam — AVP, People & Change Management
Firsthive
Thank You for Your Contribution
Recognized by the Customer Success Manager for making a difference.
— Avishek Mitra — Customer Success Manager
Badminton Tournament
Certificate of Achievement — Winner
Exceptional gameplay, strong determination, and consistent pursuit of excellence.
Badminton Tournament
Certificate of Achievement — Runner-Up
Recognized for consistent performance and sportsmanship throughout the tournament.
Notes on SQL, AI and product
Distilled lessons from years of debugging enterprise systems and building AI products.
SQL Optimization for Enterprise Warehouses
Mastering Window Functions in Practice
Product Thinking for Support Engineers
AI Engineering: From Prototype to Production
The Anatomy of a Great Root Cause Analysis
System Design Notes from Real Incidents
Support Engineering as a Product Discipline
Product Analytics that Actually Ship
Building in the open
A living record of experiments, tooling, and the AI Marine engineering journey.
Stats
Pinned repositories
A few things that make me tick
Love solving production mysteries
Enjoy building AI products
Passionate about product analytics
Always learning new technologies
Let's build something meaningful
Open to product analyst roles, AI product opportunities, and interesting collaborations.