Summary
Overview
Work History
Skills
Certification
Declaration
Timeline
Generic

Ambati Suresh

Summary

Dedicated and results-driven Technical Support Engineer with nearly six years of experience delivering exceptional technical assistance and troubleshooting in cybersecurity and network security environments. A strong team player with a positive attitude and proven ability to establish rapport with clients, ensuring effective communication and trust. Highly motivated to maintain customer satisfaction while contributing to the overall success of the company. Adept at quickly resolving complex technical issues, optimizing processes, and continuously enhancing the client experience in fast-paced settings.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Technical Support Engineer L3

Forcepoint
Bengaluru
12.2024 - Current
  • Experience in deploying Forcepoint's Data Security technologies, such as Endpoint Protection, Data Loss Prevention (on-prem and cloud), and Data Classification.
  • Experience in implementing data security policies across organizations and having a better understanding of the policy levels and the classifier conditions being used.
  • Replied to customer queries via email, support ticket platforms, and joined the screenshare session to debug the issue.
  • Gather logs, configuration details, and attempt to reproduce the reported issues in the local lab (Go4Labs).
  • Troubleshooting the data security-related issues, such as deployment failure, UI logging, endpoint performance, email delivery, and notifications, etc.
  • Documenting all interactions and case details within the customer tracking database, including a detailed description of the issue, and any resolutions recommended.
  • Possess extensive experience in DLP SaaS, FONE, and SSE products.
  • I have hands-on experience in DSPM products.
  • Handling the customer-reported issues according to the priority (P1-P4), and maintaining SLAs.
  • Designed and executed system testing protocols to validate functionality after updates or repairs.
  • Resolved complex technical problems through root cause analysis techniques.
  • Creating the KB articles for the workarounds and temporary solutions.
  • Trained end-users and internal staff on new technologies and system updates.
  • Collaborate with the Development and Engineering team on the customer escalated issues to provide a quicker resolution.
  • Provided after-hours support to ensure 24/7 system availability and customer satisfaction.
  • Read technical manuals or attend conferences and seminars to maintain knowledge of new features within the products.

Technical Support Engineer

Lookout
Hyderabad
06.2019 - 11.2024
  • Handling the tickets according to the severity (Sev 1 to 4) which are raised by the customers and
    provide email and telephonic support and by joining the screen sharing session for collecting the
    required information and to debug the issues.
    • Replicating the customer’s issues in local environment for a better understanding of the issue.
    • Keeping the customers informed of the constant progress along with the status and the next
    steps of action towards the resolution and maintaining SLA’s.
    • Deploying the CASB product at the customer’s end and onboarding the SAAS applications
    according to the requirement.
    • Recommending and configuring the DLP rules/Policies (API and Inline) in the CASB product to
    protect the customer’s data according to the requirement.
    • Configuring Data Encryption and Key Management, Shadow IT, Malware detection, Control
    over native features of cloud services like collaboration and sharing and Threat prevention.
    • Configuring the Data Classifications – AIP, Titus for protecting the customer’s sensitive data.
    • Monitoring the user activities like events and actions which are triggered and monitoring
    anomalous activities at a location by configuring Anomaly detection for the SAAS clouds.
    • Documenting the KB articles, deployment guides of the modules.
    • Configuring the Enterprise integrations like SIEM to detect threats in real time and
    perform an investigation on past security incidents and prepare audits for compliance
    purposes.
    • Configuring the Secure Email Gateway (SEG), Secure Web Gateway (SWG), Zero Trust
    Network Access (ZTNA) in the CASB+ according to the requirement.
    • Configuring the Cloud Security Posture Management (CSPM) and SaaS Security Posture
    Management (SSPM) to identify the misconfigurations and compliance best practices.
    • Monitoring the unauthorized access of users and the incidents of the organization.
    • Creating Notifications Alerts for Admins to review the information and actions performed by the
    users. Creating Scheduled Reports that provide a comprehensive view of information of the data.
    • Maintain strong knowledge of released Hot fixes for CASB products and to perform basic sanity
    testing for the pre-release activities in the local environment before communicating it to the clients.
    • Working closely with the Engineering team after reporting the issues for a faster
    resolution. Provide Root Cause Analysis (RCA) of the issue post resolution

Skills

  • Data Loss Prevention (DLP)
  • Secure Access Service Edge (SASE)
  • Data classification
  • Log Analysis
  • Zero Trust Network Architecture (ZTNA)
  • Secure Web Gateway (SWG)
  • Cloud Access Security Broker (CASB)
  • Incident Response and Mitigation
  • Technical Troubleshooting
  • Security Information and Event Management
  • PKI
  • Data Encryption Techniques
  • Cloud security

Certification

Lookout SSE Green Belt Certified

Declaration

I, Ambati Suresh, hereby declare that the information stated above is true to the best of my knowledge .

                                                                                                                      

   

Timeline

Technical Support Engineer L3

Forcepoint
12.2024 - Current

Technical Support Engineer

Lookout
06.2019 - 11.2024

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Ambati Suresh