Aug 2023 – Mar 2025 · 1 yr 7 mos

Nov 2021 – Jul 2023 · 1 yr 8 mos

• Developing and maintaining strong post-sales relationships with key Zscaler customers.
• Full post-sales technical relationship with named customers, responsible for total customer engagement, experience, and service transformation for those assigned accounts.
• Provide mission-critical support services, monitor complex issues & Hold weekly and monthly review meetings; attend sales-driven quarterly business reviews.
• Act as a trusted adviser for customers on how to best leverage Zscaler and when to introduce appropriate services and/or partner resources.
• Help develop and maintain best practices for implementing and supporting Products through internal and Customer-facing knowledge bases.
• Provide clear and constructive Product feedback to the Zscaler product management team based on Customer feedback.

Jul 2017 – Nov 2021 · 4 yrs 4 mos · Greater Bengaluru Area

• Working in a support environment, supporting customers in the APAC EMEA and NA region.
• Handle escalations and technically complex customer reported cases on the E-Mail & Web-Security products. Take ownership of the cases and drive them until issues/s are completely resolved and the customers are satisfied with the resolution.
• Setup the test environments as necessary for replication of the customer reported issues and validate the bug fixes before providing the builds to the customers/partners.
• Create documentation in the form of Case notes, RCA, KB articles, Best practices guide on the complex cases and share this with the Escalation/Support team members.
• Work closely with the Engineering, PM, SE/Sales, and other cross-functional teams in resolving customer escalations and provide feedback to the Engineering for improving the product quality and reliability.
• Participate in the Escalation and cross-functional team meetings to provide trends on the customer escalations/issues and come up with solutions to deflect the issues generating the high number of customer cases.
• Attends training, seminars, and Webinars to add to skill set.
• Assist Pre-Sales team on POC’s done in a customer environment.
• Troubleshooting SMTP delivery, content scanning, sender authentication, and recipient authentication issues.
• Troubleshooting HTTP proxy deployment in different modes and their impact on environments, SSL scanning issues, policy configuration, GAM mobile code scanning issues.
• Troubleshooting issues related to high availability, crash, RCA and other deployment issues.
• Issues related to database and the McAfee security applications, patch management, false positives, and false negatives
• Handling False detection and missed detection of virus files.
• Categories URL, identify and block the phishing and malicious URLs

Jul 2015 – Jul 2017 · 2 yrs

• Employer: CSS CORP
• Job Designation: Network Engineer
• Client: Juniper Networks
• Project: SRX – TAC
• JOB DESCRIPTION:
• Technical troubleshooting in JUNIPER SRX firewall series
• Ensure a high-quality customer experience while adhering to their SLAs.
• Communicate problems and resolution to the customer via various channels. (Web-Ex)
• Configure the SRX firewall series.
• Perform end-to-end troubleshooting.
• Use the recreation of a customer network to resolve issues hands-on.
• Collaborate with the Firewall team, VPN team and Switching team for cross over troubleshooting.
• Collaborate with different vendors to mitigate compatibility issues in the customer network.
• Troubleshoot severity 1 critical issues that involve mail flow delivery and network failure.
• Review and publish technical documentation for internal and external use.
• Investigate software defects and file reports for resolution.
• Collecting and reading logs/traces/debugs/packet captures/ to find the root cause of an issue.