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Basavaraj Hiremath

Technical Support Manager | Senior Technical Support Engineer | Oracle Eloqua & Marketing Cloud Expert | | Customer Support Manager | 10+ Years Experience


Results-driven Senior Technical Support Manager and Engineer with 10+ years of experience specializing in Web Applications, Product Support, Cloud Solutions, and B2B SaaS Platforms. Proven expertise in Oracle Eloqua (Marketing Cloud), CRM Systems, and marketing automation tools, ensuring seamless customer experiences and operational excellence.


- Expert in diagnosing & resolving complex technical issues within SLA for global clients (US, UK, AUS).

- Strong knowledge of SQL debugging, and cloud integrations to troubleshoot platform challenges.

- Experienced in ticket management (Zendesk, JIRA, Salesforce) and escalation handling with Engineering & Dev Teams.

- Adept at reproducing & debugging issues, creating technical documentation, and collaborating with cross-functional teams.

- Passionate about customer success, automation, and continuous service improvement in enterprise SaaS solutions.


Current Role: Senior Technical Support Engineer Oracle Eloqua & Marketing Cloud

Previous Roles: HigherEd, Aptean, JNS Neopac, Tata Consultancy Services (TCS)

Expertise: B2B SaaS, Oracle Cloud, Marketing Automation, SQL, CRM, and IT Support


I am known for my dedication, sincerity, punctuality, and problem-solving skillsqualities that have been consistently recognized by past managers. I thrive in fast-paced environments, continuously seek improvement, and enjoy collaborating with diverse teams to deliver innovative solutions.Technical

  • Role

    Senior Support & ERP Engineer

  • Years of Experience

    9.6 years

Skillsets

  • Tableau
  • API Integrations
  • AWS
  • Jira
  • Kibana
  • Log Analysis
  • MS Excel
  • Oracle Eloqua
  • Rootcause analysis
  • Salesforce
  • SAP Business One
  • ServiceNow
  • SQL
  • Zendesk
  • Aptean erp
  • Google bi tools

Professional Summary

9.6Years
  • May, 2024 - Mar, 2025 10 months

    Senior Technical Support Engineer Oracle Eloqua & Marketing Cloud

    Oracle
  • Dec, 2023 - May, 2024 5 months

    Senior IT Analyst SaaS & Cloud Support

    Highered India
  • Sep, 2022 - Jul, 2023 10 months

    Technical Consultant ERP & Manufacturing Domain

    Jns Neopack India
  • Dec, 2013 - Jun, 20217 yr 6 months

    Technical Support Engineer BFSI & Telecom Applications

    Tata Consultancy Services
  • Jul, 2021 - Jul, 20221 yr

    Senior Consultant ERP Solutions Support

    Aptean India

Applications & Tools Known

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    Tableau CRM

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    AWS (Amazon Web Services)

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    Jira

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    ERP

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    Oracle

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    Salesforce CRM

Work History

9.6Years

Senior Technical Support Engineer Oracle Eloqua & Marketing Cloud

Oracle
May, 2024 - Mar, 2025 10 months
    Provided Tier2 and Tier3 technical support for the Oracle Eloqua marketing automation platform for global customers across US, UK, APAC, EMEA, and Australia. Investigated and resolved complex issues related to campaign workflows, SQL queries, API integrations, email delivery failures, data synchronization, and performance bottlenecks. Performed detailed log analysis and rootcause investigations to identify recurring and systemic issues. Collaborated closely with development and operations teams to drive timely fixes and ensure platform stability. Supported customer onboarding activities including workflow configuration, lead scoring, data imports/exports, and integrations. Maintained strong customer satisfaction through clear communication, ownership, and timely resolution.

Senior IT Analyst SaaS & Cloud Support

Highered India
Dec, 2023 - May, 2024 5 months
    Supported the ReadyEducation CampusGroups SaaS platform used by higher education institutions. Managed incidents endtoend using Zendesk and JIRA, ensuring effective triage, prioritization, and resolution. Diagnosed and resolved issues related to user authentication, access controls, database connectivity, and thirdparty integrations. Coordinated with product and engineering teams for bug fixes, patches, and release validations. Contributed to improved platform reliability and reduction of recurring production issues.

Technical Consultant ERP & Manufacturing Domain

Jns Neopack India
Sep, 2022 - Jul, 2023 10 months
    Coordinated SAP Business One (SAP B1) implementation activities for manufacturing operations. Worked closely with inventory, production, procurement, and sales teams to align ERP workflows with operational requirements. Assisted in data migration activities while ensuring data accuracy and integrity. Supported postgolive stabilization and addressed operational issues to minimize business disruption. Gained strong handson exposure to realworld manufacturing processes and ERP driven operations.

Senior Consultant ERP Solutions Support

Aptean India
Jul, 2021 - Jul, 20221 yr
    Delivered L2 and L3 technical support for Aptean ERP solutions across manufacturing and distribution domains. Resolved critical production issues including integration failures, data inconsistencies, and performance degradation. Conducted rootcause analysis and documented findings for longterm resolution. Coordinated with R&D and QA teams to support fixes, updates, and environment readiness. Ensured minimal impact on client operations during incidents and system upgrades.

Technical Support Engineer BFSI & Telecom Applications

Tata Consultancy Services
Dec, 2013 - Jun, 20217 yr 6 months
    Provided application and production support for large enterprise clients in BFSI and telecom sectors. Supported prelive deployments, migrations, and live production environments under strict SLAs. Diagnosed and resolved application, database, and accessrelated issues. Acted as a key coordination point between clients, development teams, and infrastructure teams. Recognized for ownership, reliability, and consistent customer satisfaction.

Education

  • Bachelor of Engineering (Computer Science)

    Visvesvaraya Technological University (2013)