Senior Product support engineer
Zscaler
Total years of experience :6 years, 10 Months
Analyze, troubleshoot and provide second line phone/email/remote session consultation to independently debug complex security/network problems related to Zscaler Internet Access, Zscaler Private Access, Zscaler Digital experience, Zscaler Cloud Security Posture Management, Zscaler Workload Segmentation with the Zscaler Zero Trust Exchange (Zscaler Cloud ).
Worked with Authentication mechanisms like SAML, Active Directory, Kerberos and also Cookie based authentication. Gained experience troubleshooting issues with GRE and IPSec tunnels with analysis IP SLA monitoring along with PAC file optimization.
Worked on Zscaler cloud infrastructure’s backend and also worked with Virtual ZENs, Private ZENs and setting up Zscaler’s Nanalog Streaming Servers.
Worked extensively on TLS, HTTP and HTTPS protocols in day to day troubleshooting with customers which required deep analysis on packet flow in Wireshark and HTTP sessions in header traces.
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 using Jira for logging tickets with them.
Create entries in our technical support on-line database to accurately document any incident resolution that is not found in our knowledge base.
Assist in developing on-going training programs for the department to improve the technical capabilities of the team as a whole.
Understand the product direction and customer use-cases and provide input on product & code changes through all points of the product cycle.
Analyze, troubleshoot and resolve network security issues. Perform Intrusion Prevention System (IPS) analysis on SOPHOS Platform and Intrusion Detection System (IDS) analysis on Snort, Enterasys Dragon, Cisco and Juniper platforms.
•Managed a mail scanning service on firewall as well as on Sophos central (Cloud) (virus, phishing email, spam, RBL, encryption, SPF, DKIM, DMARC and other related services).
•Installed and fielded questions on SSL certificate deployment and management.
Working on Sophos XG, Sophos UTM9 (Gateway products), Sophos Central Email,
Sophos Firewall Manager and Sophos Central Firewall Manager and Sophos iView.
• Implementation of required changes in Sophos XG and Sophos UTM firewalls and other Sophos devices
• Helping customer's and partner's configure different modules on Firewalls such as IPSec
VPN, SSL VPN, Web proxy, IPS policies, Firewall rules, Advanced Threat Protection,
Active Directory Integration, High Availability, SMTP, DHCP server, DNS, QoS/Traffic shaping, Application Protection.
• Troubleshoot issues over phone, email and chat related to network outage, High CPU
usage, IPS, Anti-virus, Advanced Threat Protection, IPSec VPN, SSL VPN, Firewall rules,
Authentication issues with AD using STAS or Captive Portal, ACL, DNS, DHCP, FTP,
SNMP, SMTP, POP3/IMAP, NTP, LDAP/LDAPS, WAN link Manager, VLANS, High Availability, Reporting and Logging, Syslog, RDP, Port forwarding, QoS, Sophos Connect VPN, Firewall Management, Static Routing, Nating, Heartbeat and Sophos Cloud
products by taking remote session.
• Troubleshooting issues like Firewall Web filtering and application Filtering.
• Created knowledge base articles to increase team productivity and improve customer
satisfaction.
• Carried out all work in a mixed Linux, Console, GUI, Windows environment and used Network protocol Analyzers for troubleshooting (Wireshark, Tcpdump, Logzio etc )
Instructed and guided CCNA students in mastering fundamental networking concepts, including TCP/IP, routing, switching, and subnetting, to build a strong foundation for their careers in networking.
Facilitated hands-on lab setups and practical exercises for CCIE candidates, enabling them to develop advanced troubleshooting skills and proficiency in complex network configurations.
Mentored and delivered comprehensive training to CCNP Security students, covering topics such as firewall technologies, VPNs, and network access control, to equip them with expertise in securing modern network infrastructures.
Tailored training materials and methodologies to meet individual student's learning styles and needs, resulting in improved comprehension and higher exam success rates.
Maintained up-to-date knowledge of industry trends and Cisco's latest technologies, ensuring students receive the most relevant and cutting-edge training in the rapidly evolving field of networking.
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