Support Org Strategy
Design and scale support organizations that deliver exceptional customer experiences while optimizing for efficiency and team growth.
Head of Support Engineering
Mukul Garg
I build and scale the support organizations behind real-time platforms, turning customer friction into engineering signal. Currently leading Support Engineering at PubNub.
- Years in industry
- 18+Years in industry
- Articles & papers
- 11Articles & papers
- Judging & mentor roles
- 6Judging & mentor roles
About
Engineering leader focused on customer outcomes
Business leader with 16+ years of experience in Customer Success, Support, GTM, Revenue Operations, and Software Engineering. Specializing in building high-performing organizations and scaling processes for virtual work, play, learning, and health platforms.
Currently leading Support Engineering at PubNub, powering real-time experiences for virtual work, play, learning, and health platforms. My journey includes co-founding an education startup and mentoring the next generation of customer success leaders.
- Northwestern University
- Master of Science
- Stanford University
- Computer Science Coursework
- Forbes Technology Council
- Official Member
Leadership
16+ years building high-performing, customer-focused organizations across global environments.
AI & Technology
Implementing AI/ML solutions for support automation, data visualization, and predictive systems.
Customer Outcomes
Driving customer success through cross-functional collaboration in GTM, Revenue Ops, and Product.
Recognition & judging
Judge, Stanford Hackathons
Stanford University
Judge, Alameda County Science and Engineering Fair
Alameda County
Judge, Stevie Awards for Sales & Customer Service
Stevie Awards
Judge, Globee Awards for Customer Excellence
Globee Awards
Judge, BI Intelligence Awards
Business Intelligence Group
Mentor
Meander
Experience
Career journey
Dec 2018 - Present
Head of Support Engineering
PubNub
Leading PubNub's Support Engineering department, building a top-tier global team dedicated to outstanding customer service through innovative support solutions.
- Built a global Support and Network Escalation Engineering team from the ground up across US, India, London, and Poland
- Established a robust 24/7 escalation model with phone, live chat, email, and enterprise support
- Leveraged data analytics to develop targeted metrics and customized customer support solutions
- Introduced cutting-edge tools including Zendesk, OpsGenie, Intercom, and Drift
- Collaborated closely with product and engineering teams to prioritize issues based on impact
Mar 2024 - Present
Official Member
Forbes Technology Council
Invited member of Forbes Technology Council, contributing thought leadership on support engineering and AI-powered customer solutions.
- Published multiple articles on AI in support engineering
- Contributing expert perspectives on customer success and technology trends
Jan 2016 - Dec 2018
Automation Architect
TapQA
Served as Automation Architect, consulting for multiple enterprise clients on test automation and performance engineering.
- KLA: Automation Lead - Code Coverage & Analysis
- Periscope Holdings: Performance Lead - AWS, Taurus, JMeter
- Equifax: Automation Lead - Load Testing & Performance Engineering
- Discount Tire: Automation Engineer - Retail Automation
- Octapharma Plasma: Performance Lead - JMeter
- Honeywell: Automation Engineer
- UCare: Senior Software Engineer - HIPAA, PEGA
- Educational Testing Service: Automation Lead - Load Testing, Web APIs
Jan 2015 - Jan 2016
Automation Engineer
Oracle
Worked on Oracle Retail Merchandising System automation.
- Cloud Application development
- Web Services automation
Apr 2014 - Dec 2014
Application Engineer
eBay
E-commerce and CRM web services development.
- E-Commerce platform development
- Web Services and CRM integration
Jan 2013 - Sep 2013
Software Engineer
MakeMyTrip
Payment gateway and web services development for India's leading travel platform.
- Web Services for Payment Gateway/Merchant
- PCI-DSS Level 1 compliance implementation
- Shopping Cart kits for Payment Gateway
Jul 2011 - Dec 2012
Co-Founder
EdvantEdge Learning Networks
Co-founded an education sector e-commerce startup.
- E-Commerce platform for Education Sector
- Payment Gateway integration
- Web Services for Consumers
Jan 2009 - Jan 2013
Founder
ResumeMakeover
Founded a social initiative to help youth with professional development and soft skills.
- Social initiative to help fresh graduates enter professional world
- Teaching soft skills and resume development
Apr 2008 - Sep 2013
Application Developer
Freelancer
Independent software development for startups and enterprises.
- Payment Gateways for Startups
- E-Commerce and Back-end application development
- Web Services for B2B and B2C
Advisory
How I can help
Strategic guidance drawn from years of building and scaling support organizations.
AI in Support
Implement AI and ML solutions for ticket triage, automated responses, and predictive support while navigating adoption challenges.
Data & Analytics
Build data visualization and analytics capabilities to drive insights, measure performance, and enable data-driven decisions.
Customer Success
Align support engineering with customer success to drive retention, expansion, and holistic customer outcomes.
Projects
Featured work
Writing
Research & media
Selected publications
In the news
Contact
Let's talk
Whether it's scaling a support organization, bringing AI into your customer operations, or an advisory conversation, my inbox is open.