Apr 2023 – Present · 3 yrs 1 mo

Apr 2018 – Mar 2023 · 4 yrs 11 mos

• Engage with customers on escalated support issues or critical customer situations
• Manages Technical Team, including 1-on-1’s, and retain top talent
• Ensure teams are trained on process + product
• Ensure team follows the process and corrects deficiencies
• Manages shift, and ensures all shift are filled, PTO managed
• Mentor and train support engineers on process and technical products
• Manage team shifts, ensure proper issue hand-offs

Aug 2016 – Apr 2018 · 1 yr 8 mos

• Ensures ticket queue is managed per SLA’s
• Ensure internal and external escalations are acknowledged and routed to proper resources. Also ensure follow-up on all escalations they acknowledged.
• Technical mentor to teams.
• Maintain ticket database, logging issues and customer interactions.
• Engage with customers on escalated support issues or critical customer situations.
• Leverage the technical teams, ensure the team provides:
• Expert systems design, recommendations, and configurations
• In-depth diagnostics and troubleshooting using networking tools
• Assists customers with testing or troubleshooting of issues
• Reproduces customer issues to verify problems and document steps to replicate for Support, Engineering and Operations teams
• Mentor and train support engineers on process and technical products

Feb 2013 – Aug 2016 · 3 yrs 6 mos

• Provide second line phone/email consultation to independently debug complex security/network problems.
• Interface with Engineering and assist the customer with testing or troubleshooting.
• Reproduce customer issues to verify problems and provide feedback to Engineering and Operations team.
• Assist in developing on-going training programs for the department.
• Promote a team environment by assisting and contributing to fellow Zscaler employees whenever necessary to enhance the professional development of everyone within the organization.
• Mentor other engineers on advanced troubleshooting, debugging and case management skills.
• Understand the product direction and customer use-cases and provide input on product & code changes through all points of the product cycle.
• Other duties as assigned