● Resolve technical problems across all cloud-based software products, including Cloud Access Security Broker (CASB), Zero Trust Network Access (ZTNA), and Secure Access Server Edge (SASE), and Secure Web Gateway (SWG).● Lead weekly triage meetings with technical support team to evaluate open tickets, provide feedback and updates, identify opportunities to improve customer experience, and resolve conflicts.● Partner with software development teams to maximize profitability by performing quality assurance testing, conducting data analysis, and troubleshooting monitoring systems.● Advise customers on best practices for resolving complex technical issues affecting product performance. ● Continuously increase team productivity through training, mentoring, and coaching.● Optimize engineering operations with data analysis, cost-effective solutions, and Python troubleshooting; improve customer satisfaction and accessibility for end-users while reducing costs.

● Earned the quarterly Most Valued Player (MVP) Award for exceptional performance in Services and Support department. ● Quickly onboarded, within 3 months of hire oversaw company products for immediate deployment to drive post-sales growth. ● Achieved 100% positive customer feedback while managing active case load by fostering active communication, building strong relationships, and promoting customer loyalty ● Mentored and coached a team of 6-8 members to improve productivity and efficiency through comprehensive product training and individual case support.● Provided product and service expertise through live troubleshooting support, utilizing offline log analysis and supervising customer calls to diagnose and resolve issues in real-time.● Successfully resolved technical issues by proactively using diagnostic techniques and technical solutions to reproduce and resolve potential problems.

● Provided tier 3 technical support for self-hosted and cloud Redis databases.● Resolved emerging customer issues by researching, diagnosing, and troubleshooting various software and hardware systems to improve code, handle networking and DNS configurations, and ensure proper data management on Redis.● Resolved customer concerns impacting overall performance and achieved high satisfaction scores by addressing open tickets promptly and utilizing both email and chat to escalate unresolved technical issues to internal departments.● Designed best-practice coding samples with Python, Golang, C#, and .NET to assist users with writing code.

● Improved SaaS application performance by evaluating current performance, delivering reliable solutions, triggering churn rates, and conducting infrastructure analysis to optimize global user experiences. ● Redefined front-end Javascript engineering operations by isolating individual problems, troubleshooting JavaScript, implementing fixes, and solving CASB product issues.● Streamlined Tier 1 Support workflows by assessing processes, identifying costs, recommending automation, and evaluating skills and expertise.● Developed technical curriculum to provide advanced product training, sales, support, and consulting services for hundreds of team members.

● Boosted CASB application operations by implementing process improvements, instituting automated tasks, and reducing customer time through advanced product knowledge. ● Prevented customer delays by partnering with the CASB escalation team to collect data on project scope, determine pre-requisite information, and develop contract templates; saved the sales team time and money in overall product onboarding time by drafting 3 Tiers of pre-packaged SKU options. ● Launched consulting projects by conceptualizing networking and data security products to generate more revenue, and steer quick product deployment.● Led and trained junior consultants and customers on best practices for maximizing implementation efficiency and security product effectiveness. ● Reduced product onboarding time by 8 -16 hours with checklists, optimized forms, interactive processes, and extended training.

● Debugged customer issues, conducted root cause analysis, and determined key issues to deliver top-tier customer experiences, including maximized web browsing speeds and security efficiency. ● Salvaged at-risk accounts to decrease customer loss and increase renewals.● Successfully onboarded new support engineering hires in courses exploring HTTP/HTTPS proxy, WCCP, routing, IWA/Kerberos authentication, and SSL Decryption.● Managed a 4-member team of support engineers, overseeing case management and guiding technical skill development. ● Created customized solutions to address environmental and technical issues for industry-leading clients, resulting in improved technical performance.Partnered with the product development team to diagnose and resolve complex technical problems,resulting in improved business operations.

● Installed, modified, and performed troubleshooting of hardware and software, resulting in minimal downtime for customers.● Systematically followed up with clients to track recurring issues and propose effective solutions to achieve IT system performance.● Built client relationships by utilizing technical expertise in network transformation, internet, and security technologies, with an emphasis on prompt feedback to ensure customer satisfaction.

● Assisted a regional team of technical support engineers by quickly responding to customer calls and prioritizing and escalating open tickets. ● Received consistent recognition for exceeding Customer Satisfaction (CSAT) scores and targeted performance metrics.● Cross-functionally collaborated with teams to drive customer success by effectively troubleshooting, resolving complex issues, and maintaining high customer satisfaction results.