Raghuraman Rajan
Senior Professional Services Engineer
Chennai
Summary
Dynamic and client-focused Technical Professional with over 9 years of experience in cybersecurity and solution deployment. Currently specializing in customer success and post-sales implementation. Demonstrated ability to drive customer satisfaction, deliver complex deployments, and align security strategies with business objectives. Proficient in cross-functional leadership, automation, and technical support. Poised to excel in a Lead solutions engineer role with a global SaaS or cybersecurity firm.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Senior Professional Services Engineer
Sophos Technologies Pvt Ltd
Ahmedabad
11.2020 - Current
- Delivered end-to-end deployments of Sophos Network Detection & Response, Sophos Managed Detection & Response, Sophos Firewall, and Sophos Endpoint & Intercept X solutions for enterprise clients across multiple industries.
- Acted as a trusted advisor to customers during post-sales engagements, ensuring successful onboarding, deployment, and optimization of Sophos security solutions.
- Built and maintained automation tools using PowerShell and APIs to streamline processes, reducing deployment time by 30%.
- Provided technical leadership across cross-functional teams (sales, support, engineering) to ensure timely, high-quality project delivery.
- Conducted client training sessions and created technical documentation to support long-term success and product adoption.
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
- Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
Level 2 - Technical Support Engineer
Sophos Technologies Pvt Ltd
Ahmedabad
01.2017 - 11.2020
- Resolved high-priority escalations and conducted root cause analysis on complex Sophos endpoint, Sophos MDM and Sophos EDR & XDR issues.
- Led incident response during security events and coordinated with clients to restore system integrity.
- Supported deployment teams using tools such as PDQ, SCCM, Intune, and Jamf, improving coverage and reducing error rates.
- Consistently achieved SLA metrics and contributed to team knowledge bases and process improvements.
Technical Support Engineer
Concentrix
Chennai
06.2015 - 01.2017
- Delivered L2 support for Symantec Endpoint Protection products including SEPM, GUP, and encryption tools.
- Managed threat detection and incident triage, escalating and resolving complex security issues.
- Supported Symantec deployments across diverse environments, including patching, configuration, and compliance reporting.
- Acted as a liaison between clients and internal teams, ensuring high levels of satisfaction and resolution efficiency.
Education
Bachelor of Computer Applications (BCA) - Computer Science
SRM University
Chennai 01.2011 - 01.2014
Skills
Customer Onboarding & Success Management
Timeline
Senior Professional Services Engineer
Sophos Technologies Pvt Ltd
11.2020 - Current
Level 2 - Technical Support Engineer
Sophos Technologies Pvt Ltd
01.2017 - 11.2020
Technical Support Engineer
Concentrix
06.2015 - 01.2017
Bachelor of Computer Applications (BCA) - Computer Science
SRM University
01.2011 - 01.2014