Hi, I'm Abhishek.
Application Support Manager & Support Operations Specialist with 8+ years of experience across B2B SaaS, restaurant tech, automotive SaaS, DevSecOps, and customer operations.
I help teams reduce escalations, improve RCA quality, clean up support workflows, and turn repeated customer issues into product fixes.
About Me
I'm Abhishek C Naik, an Application Support Manager & Support Operations Specialist with 8+ years of experience helping software teams handle high-pressure customer issues, technical escalations, API troubleshooting, release support, RCA, and support operations.
I've worked across restaurant tech, automotive SaaS, DevSecOps, and customer operations — close enough to debug logs and APIs, and senior enough to work with Product, Engineering, Customer Success, and leadership.
Where I Add Value
I manage escalations, RCA quality, and support workflows so teams spend less time firefighting and more time shipping fixes.
Technical Support Leadership
I manage escalations, support workflows, RCA quality, and customer-impacting incidents, ensuring smooth operations and clear ownership.
Incident & RCA Management
I create structured RCA, P1/P2 handling, customer updates, and post-incident review systems for continuous improvement.
API / Postman Troubleshooting
I reproduce API issues, analyze logs, document failures, and create better Jira tickets for Engineering teams.
Support Operations Cleanup
I improve ticket flows, tags, macros, SLAs, escalation paths, and enhance overall support visibility and efficiency.
Product Feedback Loop
I convert repeated support issues into clear product backlog inputs and leadership-ready insights, driving product fixes.
Restaurant POS Support Consulting
I provide specialized support for POS, KDS, payments, printers, online orders, menus, and integration-heavy support issues.
Career History
8+ years across restaurant tech, automotive SaaS, DevSecOps, and customer operations — progressively moving into leadership, RCA ownership, and cross-functional escalation work.
Selected Support Outcomes
Three real situations: the problem that came in, what I specifically did, and the measurable result.
How I Can Help.
Short-term engagements that solve a specific support problem and leave your team in better shape.
Support Operations Audit
48-hour review of ticket flow, SLAs, tags, macros, escalation paths, reporting gaps, and bottlenecks. You'll get a clear picture of what's broken and how to fix it.
RCA + Escalation Playbook
P1/P2 templates, RCA format, escalation matrix, customer update format, and post-incident review flow — built for your team's reality.
Zendesk / Freshdesk Cleanup
Cleanup of views, tags, macros, routing, SLA rules, escalation ownership, and reporting structure for a cleaner, faster support org.
API / Postman Troubleshooting Support
Help support teams reproduce issues, test APIs, document failures, and create cleaner Jira tickets that Engineering can actually act on.
Restaurant POS Support Consulting
Specialized support for POS, KDS, payments, printers, online orders, menu configuration, and complex restaurant tech integrations.
Support Dashboards & QBR Packs
Leadership-ready summaries for ticket trends, SLA compliance, CSAT, repeat issues, product gaps, and account health scores.
Starting Packages
Transparent pricing for high-impact consulting engagements.
Additional AI-Assisted Work
Portfolio & Landing Page Builds
Simple, clean personal websites and landing pages built with AI-assisted workflows for clear, direct communication.
AI Workflow Documentation
Support SOPs, internal documentation, customer-facing guides, and reusable templates created with AI assistance.
Basic Dashboards & Reports
Simple support reporting, Excel/Sheets dashboards, ticket summaries, and leadership-ready views for small teams.
What I Work With
Tools and skills I use regularly across incident management, API troubleshooting, and support operations.
Support Tools
Technical
Leadership
AI & Documentation
Open to Roles & Consulting.
I'm actively open to full-time roles and short-term consulting work where I can help teams improve support operations, incident response, RCA quality, and customer escalation handling.
Need a support ops audit? I can review your workflow and share a clear fix plan in 48 hours. Email me to get started.
Frequently Asked Questions
Who is Abhishek C Naik?
What roles is Abhishek open to?
What does Abhishek do best?
Can Abhishek help with Zendesk or Freshdesk cleanup?
What tools has Abhishek worked with?
What industries has Abhishek supported?
Can Abhishek help with API and Postman troubleshooting?
How can I contact Abhishek?
Let's Work Together.
If you're hiring for support leadership or need help cleaning up support operations, RCA systems, escalation workflows, or technical support processes, reach out.