Harshpreet Kaur
Senior Product Support Engineer
Rajpura
Summary
Analytical, self-motivated and result oriented professional with 4+years of Cloud Security experience. Experienced with troubleshooting complex technical issues and providing effective solutions to enhance product performance. Utilizes strong analytical skills and technical knowledge to ensure optimal functionality and customer satisfaction. Track record of collaborating with cross-functional teams and maintaining high standards of support. Technical professional prepared to excel in product support role.
Overview
4
4
years of professional experience
2023
2023
years of post-secondary education
4
4
Certifications
Work History
Product Support Engineer 3
Zscaler
04.2025 - Current
- Optimized product performance with timely software updates and patches, ensuring seamless operation for endusers.
- Conducted root cause analyses on recurring issues, implementing preventive measures that mitigated future occurrences.
- Resolved system and customer issues by troubleshooting and providing effective solutions.
- Supported sales efforts by delivering technical presentations during pre-sales engagements, showcasing the value of the company''s solution offerings.
Product Support Engineer Level II - Backline
Zscaler
04.2024 - 04.2025
- Managing complex escalated issues to maintain optimum up-time
- Collaborated with cross-functional teams to resolve technical issues and led knowledge-sharing sessions.
- Created technical documentation, including knowledge base articles and troubleshooting guides.
- Provided product development teams with insights from customer interactions to improve Zscaler products and services.
- Maintained product development schedules and prioritized projects by coordinating with development team.
- Mentored junior engineers on best practices in technical problem-solving and customer service excellence.
Product Support Engineer Level II
Zscaler
04.2023 - 04.2024
- Providing technical support to select and priority customers for Zscaler to ensure optimal performance and functionality
- Configured Okta, AWS, and Azure Identity Providers (IDPs) as SAML providers integrated with Zscaler services ensuring secure and seamless authentication processes.
- Resolving complex issues related to Zscaler proxy. (SAML, SSL, Browser Access, User-Portal,LSS, PRA,PAC File)
Associate Product Support Engineer
Zscaler
01.2022 - 03.2023
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
Education
Bachelor of Technology - ECE
BBS Engineering College
Fatehgarh, IndiaHigher Secondary - Science - Non Medical
AS Modern Sr. Sec School
Khanna, IndiaSkills
Training and mentoring
Customer service
Technical issues analysis
Customer service expert
Accomplishments
Quarterly Awards for Customer Obsession
Quarterly Awards for Team Player
Certification
Zscaler Digital Transformation Administrator (ZDTA)
Timeline
Product Support Engineer 3
Zscaler
04.2025 - Current
Product Support Engineer Level II - Backline
Zscaler
04.2024 - 04.2025
Product Support Engineer Level II
Zscaler
04.2023 - 04.2024
Associate Product Support Engineer
Zscaler
01.2022 - 03.2023
Higher Secondary - Science - Non Medical
AS Modern Sr. Sec School
Bachelor of Technology - ECE
BBS Engineering College