Lakshay Handa
Global Customer Success
Mohali,PB
Summary
Driven and experienced product support professional with a proven track record in troubleshooting, diagnosing, and resolving complex cloud, product, and network issues to ensure seamless functionality and user satisfaction. Skilled in customer success, specializing in onboarding, product adoption, and relationship management, with a strong focus on cross-functional collaboration across technical and non-technical stakeholders. Adept at analyzing customer data, developing actionable training materials, and creating enablement resources for SaaS and technology-centric environments. Known for exceptional communication skills, adaptability, and a results-oriented approach, leveraging AI and data-driven strategies to deliver innovative solutions, enhance customer experiences, and drive retention and advocacy in dynamic environments.
Overview
4
4
years of professional experience
2
2
Certifications
3
3
Languages
Work History
L2 Product Support Engineer
Zscaler
08.2024 - Current
- Established positive rapport with Global clients through consistent and empathetic communication, ultimately fostering long-term relationships and a better understanding of their needs.
- Collaborated with product development and cloud operations teams to ensure the seamless integration of new features.
- Maintaining expertise in Zscaler solutions, including various modules like ZIA (Zscaler Internet Access), ZPA (Zscaler Private Access), and ZDX (Zscaler Digital Experience).
- Proactively identified opportunities for process improvement within the L2 Product Support team, resulting in increased efficiency and effectiveness over time.
- Implemented proactive monitoring tools to identify and address potential issues before they escalated.
- Created detailed technical documentation that enabled customers to troubleshoot common issues independently without needing direct assistance from the support team.
- Mentored junior support engineers and interns, contributing to their professional growth and development within the company, which included training sessions fostering a collaborative team environment.
- Adhering to defined SLAs, and managing multiple customer support incidents concurrently.
Product Support Engineer
Zscaler
08.2023 - 08.2024
- Address incoming support requests, emails, and calls while adhering to SLA timelines.
- Delivered exceptional customer service through proactive communication and swift resolution of support tickets.
- Supported sales efforts by delivering technical presentations during pre-sales engagements, showcasing the value of the company''s solution offerings.
- Championed a support-driven culture within the organization, emphasizing the importance of excellent customer service to overall business success.
- Monitored calls and communication of the Product Management team to provide constructive feedback and guidance, resulting in improved support experiences.
- Provided remote support for global customers, navigating time zone differences to ensure prompt assistance when needed.
- Conducted root cause analyses on recurring issues, implementing preventive measures that mitigated future occurrences.
- Responded to customer inquiries and provided technical assistance over the phone and via email.
- Identify and resolve basic product or configuration issues across Zscaler platforms, such as ZIA, ZPA, and ZDX.
Associate Product Support Engineer
Zscaler
11.2022 - 08.2023
- Delivered first-line technical support by addressing customer inquiries and resolving basic issues efficiently.
- Assisted in diagnosing and resolving standard support tickets, while performing initial troubleshooting steps to ensure timely issue resolution.
- Acted as a crucial point of communication with customers, actively gathering detailed information to analyze their challenges, and escalating complex issues to senior engineers when necessary.
- Gained a foundational understanding of Zscaler products, networking principles, and related technologies to enhance technical proficiency, and deliver quality assistance.
- Proactively engaged in training programs, and attained relevant certifications to continuously enhance technical expertise, and provide innovative solutions to customer challenges.
- Tested product components (primarily ZIA and ZDX) to identify the root causes of issues.
- Responded to customer inquiries and provided technical assistance over the phone and support tickets.
- Participated in weekend shifts right after my internship period to address critical customer issues and facilitate deployments during clients' non-standard operating hours, ensuring seamless implementation of Zscaler products without disrupting end-user operations.
Graduate Trainee Engineer
Zscaler
02.2022 - 11.2022
- Actively assisted technical teams in troubleshooting networking and product related issues, leading to a reduction in response time.
- Assisted with analyzing, diagnosing, and resolving Priority P2-P4 technical issues, including policy implementation, configuration errors, and concerns related to Zscaler Internet Access (ZIA), adhering to SLA standards.
- Collaborated with senior engineers in testing, deploying, and verifying the configuration of cloud-based systems, ensuring client satisfaction.
- Gained hands-on experience with debugging tools and platforms such as Wireshark, Postman, Fiddler, and Linux and their right use during training on the Product.
- Gave my inputs and edited knowledge based articles and documentation to enhance client troubleshooting capabilities.
Education
Bachelor of Technology - BTech - Computer Science
I.K. Gujral Punjab Technical University
Kapurthala Town, India 04.2001 -
Skills
Customer support and Case management
Implemented problem-solving strategies using AI and data-driven methodologies
Escalation and Incident management
Customer relationship building and account management
Product demonstrations, deployments, and client onboarding/adaptation
Utilization of Jira systems to facilitate effective teamwork and seamless collaboration
Accomplishments
- Acknowledged as a Zscaler Digital Experience (ZDX) Subject Matter Expert (SME) and led training sessions to upskill internal teams.
- Authored knowledge base articles, driving a 20% reduction in resolution time for common issues.
- Honored as a 6× Quarterly Award Winner for excellence in customer support and collaboration.
- Recipient of 3 Spot Awards from the VP of Support and Sales Team for successfully resolving critical escalations.
- Acted as a mentor to focal team engineers, enhancing team efficiency and promoting knowledge-sharing practices.
- Provided guidance and mentorship to interns and trainees, supporting their onboarding and skill development during training.
Certification
Zscaler Digital Transformation Administrator
Timeline
Zscaler Digital Transformation Administrator
12-2024
L2 Product Support Engineer
Zscaler
08.2024 - Current
Product Support Engineer
Zscaler
08.2023 - 08.2024
Associate Product Support Engineer
Zscaler
11.2022 - 08.2023
Graduate Trainee Engineer
Zscaler
02.2022 - 11.2022
ZIA Certified Administrator Exam
01-2022
Bachelor of Technology - BTech - Computer Science
I.K. Gujral Punjab Technical University
04.2001 -