Prabhjot Singh
Jalandhar,PB
Summary
Dynamic and results-oriented professional with a proven track record in technical support, issue resolution, and product enhancement. Skilled in investigating critical operational issues, implementing effective solutions to minimize downtime, and collaborating closely with cross-functional teams to drive continuous improvement. Demonstrated expertise in automating processes, conducting comprehensive training, and ensuring customer satisfaction through proactive engagement and meticulous attention to detail. Adept at navigating complex technical challenges and leveraging emerging technologies to optimize performance and deliver exceptional results. Seeking to leverage extensive experience and expertise in a challenging role to contribute effectively to organizational success.
Experienced with managing customer escalations and resolving issues promptly and effectively. Utilizes strong communication skills to mediate conflicts and implement solutions. Knowledge of customer service principles ensures high levels of satisfaction and loyalty.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Global Escalation Specialist
Zscaler
Mohali, India
10.2025 - Current
- Oversaw investigations and resolutions of complex customer escalations through cross-functional teamwork, improving overall customer satisfaction and retention.
- Utilized Airwave to extract backend logs, facilitating in-depth troubleshooting processes.
- Engaged with engineering teams to analyze and rectify sophisticated network problems, delivering timely solutions for customers.
- Diagnosed and addressed knowledge gaps within focal and support teams to enhance case management efficiency prior to engineering intervention.
- Coordinated daily ZPA hour sync sessions aimed at fostering effective communication and ensuring timely resolution of inquiries among support and TSM teams.
- Ensured only significant and actionable bugs were escalated to engineering for resolution.
- Reviewed backend data from ZPA broker and dispatcher systems to validate information provided to customers with supporting evidence.
- Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across the team.
Technical Lead
Zscaler
Mohali
04.2022 - 10.2025
- Identified and addressed critical operational challenges to enhance efficiency and reduce downtime.
- Engaged with product management team to develop and present innovative ideas focused on improving product performance and functionality.
- Created automation scripts to enhance efficiency in data collection, minimizing manual effort and ensuring thorough evidence capture.
- Facilitated collaboration with engineering team to troubleshoot issues and identify design limitations.
- Facilitated in-depth analysis and resolution of persistent technical issues to enhance system reliability and performance.
- Conducted thorough replication of customer environments to facilitate accurate assessment of design flaws and reduce repetitive customer interactions.
- Facilitated comprehensive training sessions on emerging technologies and complex technical topics to elevate team proficiency.
- Facilitated effective customer interactions and addressed escalated cases to ensure comprehensive issue resolution and maintain high customer satisfaction.
Senior Escalation Engineer
Check Point Software Pvt. Ltd.
Bengaluru
01.2021 - 03.2022
- Write and review technical articles and case studies for knowledge base, enhancing customer understanding and support efficiency.
- Proficient in firewall technology (Check Point, Palo Alto), including packet inspection, traffic filtering, NAT/PAT, URL filtering, malware recognition, intrusion detection and prevention.
- Quickly diagnose customer issues with cloud services (Azure, Google, AWS), conducting thorough diagnostics on components like clusters, storage, networking, and auto scaling.
- Serve as a technical lead, mentoring and providing direction to engineers, reviewing solutions and articles for accuracy and effectiveness.
- Mentor new support engineers, facilitating their professional growth and development.
- Work on cloud architecture across various platforms (AWS, Microsoft Azure, Google Cloud, VMware NSX-T).
- Report software bugs and customer suggestions to improve product quality and customer experience.
- Pursue supplemental training opportunities to enhance performance and specialize in relevant areas.
Tire-3 Engineer
Check Point Software Pvt. Ltd.
Bengaluru
11.2018 - 01.2021
- Collaborate with Development Engineers and Technical Support team to develop solutions for customer issues, ensuring timely problem resolution.
- Analyze customer escalations, leveraging data to drive platform and tooling improvements.
- Document cases, recommendations, and resolutions clearly in Salesforce CRM system, taking ownership of escalated cases from less senior engineers.
- Possess strong working knowledge of Windows Architecture and Internals, including Processes, Threads, Memory Management, Networking, and Kernel Architecture.
- Conduct advanced problem analysis and isolate complex issues with little instruction, demonstrating independence and initiative.
- Coordinate meetings with developers, QA, and customer service to address specific customer issues.
- Serve as key technical contact for troubleshooting and debugging complex escalated issues, collaborating with internal Third-level Engineering and Product Development teams for resolution.
- Proficient in working with Cloud Architecture, including AWS, Microsoft Azure, Google Cloud, and VMware NSX-T.
Network Security Engineer for Palo Alto TAC
CSS Corp Pvt. Ltd.
Chennai
06.2017 - 11.2018
- Working in TAC environment and providing technical support for US region customers
- VPN and NAT related troubleshooting and configuration assistance
- Integration of AD and Syslog servers with Firewall for user and group based security policies
- Assisting customers with URL filtering, DNS Proxy, DNS Sinkhole and Custom signatures
- Deploying SSL proxy (inbound & outbound) for decryption of SSL traffic
- Assistance in Firewall administration using Panorama and XML API
- Log analysis for RCA of an event
- Worked on SAMAL, Dual Factor Authentication, And Multifactor Authentication
Network Security Engineer
Plex Broadband Pvt.ltd
New Delhi
01.2016 - 01.2017
- Logging incident and providing initial incident support
- Upgrading network infrastructure requirements to ensure acceptable levels of security
- Implementing Site to Site and SSL VPN
- Responsible for design and maintenance of network infrastructure across two locations
- Configuring port securities on switch ports
- Accountable for support and maintenance of Cisco Switches, Routers, Cisco ASA.
Education
B-Tech - Information Technology, Computer Science
Punjab Technical University
Punjab08-2015
10th grade - undefined
Punjab School Education Board
Punjab12th grade - Super Medical
Punjab School Education Board
Punjab04-2011
Skills
- VPN configuration expertise
- Cloud computing expertise
- PowerShell scripting
- SaaS management
- AWS cloud services
- Platform as a service
- Cloud infrastructure management
- Private cloud deployment
- Packet capture expertise
- Skilled in C language applications
- Ability to motivate colleagues
- Self-driven
- Analytical problem-solving
- Proficient in encapsulation and decapsulation techniques
- Transport Layer protocols – TCP, UDP FTP
- DHCP – Messages, Relay
- Check Point Firewall deployed on AWS, Azure, Google Cloud, VMware, NSX-T
- Threat emulation
- Mail Transfer agent
- Threat extraction
- IPS, Anti-bot, Anti-virus
- SSL Decryption
- Cloud Based infrastructure (Azure, AWS, Google)
- Cloud infrastructure auto scaling
Certification
- Cisco Certified Network Associate (CCNA)
- CISCO ID = CSCO12951697 (2016)
- Cisco Certified Internetwork Expert (Security) (Written & Lab Attempted) 2016
- VMware Cloud Computing
- Ethical Hacking
- Accredited Configuration Engineer (ACE) Palo Alto Networks.
- CCSA (Check Point Certified Security Administrator)
Languages
English
Hindi
Punjabi
Timeline
Global Escalation Specialist
Zscaler
10.2025 - Current
Technical Lead
Zscaler
04.2022 - 10.2025
Senior Escalation Engineer
Check Point Software Pvt. Ltd.
01.2021 - 03.2022
Tire-3 Engineer
Check Point Software Pvt. Ltd.
11.2018 - 01.2021
Network Security Engineer for Palo Alto TAC
CSS Corp Pvt. Ltd.
06.2017 - 11.2018
Network Security Engineer
Plex Broadband Pvt.ltd
01.2016 - 01.2017
10th grade - undefined
Punjab School Education Board
12th grade - Super Medical
Punjab School Education Board
B-Tech - Information Technology, Computer Science
Punjab Technical University
Disclaimer
I hereby declare that the above written particulars are to the best of my knowledge and correct. (Prabhjot Singh)
Product
- Hardware Platforms – Zscaler, Firewall, Panorama, CheckPoint, PaloAlto and VM series
- Packet Flow through firewall – Fast path and Slow path
- Security Policy and NAT – Zones, Policy administration
- App ID, Threat Emulation, Threat Extraction, MTA (Mail Transfer Agent), Content ID, DLP
- Decryption – Certificate generation, SSL Forward Proxy, SSL inbound decryption
- Site-to-site VPN – IKE and IPsec tunnel.
Current Address
Mohali Punjab