Technical Success Manager
Adarsh Daddera
Zscaler
Bangalore
Overview
Results-driven Technical Success Manager with around 10 years of experience in Customer Success, Technical Account Management, Cloud Security, and Enterprise Infrastructure. Proven expertise in guiding enterprise customers through Zero Trust adoption, delivering strategic technical consulting, and driving successful deployment and optimization of Zscaler (ZIA, ZPA, ZDX) solutions. Strong foundation in networking, Windows infrastructure, identity management, and cloud security, with a track record of managing executive stakeholder relationships, resolving complex technical challenges, and collaborating cross-functionally to maximize customer success and business outcomes.
08+
Certification
09+
Years of experience
Work History
07.20233 Years 2 Months
Technical Success Manager
Zscaler | Bangalore
- Serve as the primary post-sales technical advisor for 35+ enterprise customers, driving adoption and optimization of Zero Trust, SSE, SASE, and Cloud Security solutions.
- Partner with executive stakeholders and security teams to align business objectives with Zero Trust and Cloud Security strategies, maximizing customer value and long-term success.
- Provide technical expertise for the deployment, integration, and operationalization of ZIA, ZPA, ZDX, ZCC, DLP, SWG, and CASB capabilities.
- Managed technical health and platform adoption across 35+ enterprise accounts, driving remediation and success plans that increased Zscaler platform adoption by 40–50% on average.
- Conduct technical and security architecture reviews, recommending best practices across Zero Trust, Network Security, Cloud Security, Identity, and Secure Access.
- Support customers in troubleshooting complex networking, security, authentication, connectivity, policy, and configuration issues across enterprise environments.
- Advise customers on DLP, SWG, CASB, IAM, and Secure Access use cases to strengthen security posture and maximize platform utilization.
- Lead critical technical escalations and collaborate with Product, Engineering, Support, and Sales teams to drive Root Cause Analysis (RCA) and timely resolution.
- Monitor customer health, adoption metrics, platform utilization, and technical risks to identify gaps and develop targeted remediation strategies.
- Create technical documentation, knowledge base articles, and best-practice guides to improve customer enablement and operational efficiency.
- Leverage AI-driven insights, analytics, and automation to enhance customer experience, platform adoption, and security outcomes.
08.2022 - 07.202311 Months
Support Engineer
Microsoft | Bangalore
- Strong expertise in TCP/IP, DNS, HTTP/HTTPS, FTP, SSL/TLS, networking, and web application architecture.
- Proficient in Windows OS, Active Directory, GPO, and browser/client application deployment.
- Troubleshoot complex enterprise issues using Procmon, Process Explorer, NetMon, Fiddler, WPR, and TDTTracer, performing RCA and driving resolution.
- Manage technical escalations with Engineering, Product, and Support teams while maintaining incident management, documentation, customer communication, and SLA adherence.
02.2020 - 08.20222 Years 6 Months
Application Specialist
Fiserv | Bangalore
- Managed Windows server operations, including maintenance, patch management, system upgrades, and production support.
- Resolved P1/P2 incidents and managed Incident (INC), Problem (PRB), and Change (CHG) requests following ITIL best practices.
- Supported enterprise networking operations by troubleshooting network issues, implementing firewall rules, and coordinating device maintenance with clients and vendors.
- Provided on-call support for critical infrastructure and network incidents, ensuring high system availability.
- Administered security operations using ArcSight SIEM and Symantec DLP, including security monitoring, reporting, and incident analysis.
- Supported PCI-DSS compliance, audit activities, firewall reviews, VPN configuration, and security policy implementation.
03.2018 - 01.20201 Year 10 Months
Technical Support Engineer
Convergys India | Pune
- Provided remote technical support for Microsoft Enterprise customers, resolving complex Windows Server and networking issues while consistently meeting SLA targets.
- Troubleshoot Windows Server (2008/2008 R2/2012/2012 R2/2016), Active Directory (AD), DNS, DHCP, Hyper-V, NPS, VPN, DirectAccess, and TCP/IP related issues.
- Diagnosed and resolved file sharing, mapped drive, SMB, DFS, performance, wireless, and Bluetooth connectivity issues.
- Performed Root Cause Analysis (RCA) and documented technical findings to improve issue resolution and customer experience.
- Monitored system performance and analyzed network traffic using Microsoft Network Monitor (NetMon) to identify and resolve connectivity issues.
- Configured and managed Group Policy Objects (GPOs) and Distributed File System (DFS) in enterprise Windows environments.
11.2016 - 03.20181 Year 4 Months
Technical Support
Concentrix
- Provided technical support for Virgin Media UK customers, diagnosing and resolving broadband, networking, and connectivity issues.
- Troubleshoot internet, Wi-Fi, router, and home network issues while delivering timely resolutions and maintaining SLA targets.
- Guided customers through technical troubleshooting and configuration, ensuring an improved customer experience and first-call resolution.
- Documented support activities and collaborated with internal teams to resolve complex technical issues.
Education
Bachelors | Engineering
University of Pune
University of Pune
Skills
Certification
- Zscaler Digital Transformation Administrator (ZDTA)
- Zscaler Digital Transformation Engineer(ZDTE)
- Zscaler Zero Trust Certified Associate
- ZCCA-IA : Zscaler Certified Cloud Administrator Internet Access
- ZCCA-PA : Zscaler Certified Cloud Administrator Private Access
- Zscaler Digital Experience (ZDX) Administrator
- Microsoft Certified Solutions Expert (MCSE)
- Microsoft Certified Solutions Associate (MCSA)
- Microsoft Certified: Azure Fundamentals
Timeline
Technical Success Manager
Zscaler
07.2023 Read more
Support Engineer
Microsoft
08.2022 - 07.2023Read more
Application Specialist
Fiserv
02.2020 - 08.2022Read more
Technical Support Engineer
Convergys India
03.2018 - 01.2020Read more
Technical Support
Concentrix
11.2016 - 03.2018Read more
University of Pune - Bachelors, Engineering
Read more