Summary
Overview
Work History
Education
Skills
Certification
Languages
Hobbies and Interests
Timeline
Rouf Bhat

Rouf Bhat

Bengaluru

Summary

Dynamic and results-driven Network Support Engineer with extensive expertise in cloud security and secure networking technologies, including IPSec, GRE, VPN, proxies, SAML, DLP, SSL, ZTNA, SASE, and cloud firewalls. Recognized for resolving complex technical issues with precision and speed while employing a strategic mindset. Demonstrated ability to lead collaboratively across teams, mentor peers, and drive operational excellence in high-pressure environments. Committed to advancing cloud security and network architecture through innovation and effective leadership, dedicated to enhancing service delivery and ensuring the integrity of secure, scalable network infrastructures.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Technical Lead

Zscaler Softech India Private Limited
08.2024 - Current
  • Lead critical account-level escalations for strategic accounts with complex environments, ensuring technical issues are resolved with speed and strategic foresight.
  • Lead the design and implementation of secure Internet and private application access solutions using Zscaler Internet Access (ZIA), and Zscaler Private Access (ZPA).
  • Create comprehensive technical documentation, including architecture diagrams, design documents, configuration guides, and troubleshooting manuals.
  • Being a customer's 'Go-To' resource for all matters related to their ZS deployment.
  • Configure policies for web filtering, data loss prevention (DLP), cloud application security, user authentication, etc.
  • Integrate Zscaler with other enterprise tools like identity and access management systems (Okta, Azure AD), SIEM platforms, SD-WAN solutions, and firewalls.
  • Lead or assist in migrations from legacy on-premises security products to Zscaler's cloud-based solutions, deploy branch connectors, and cloud connector on Microsoft Azure, Amazon Services, and GCP Hypervisors: VMware, Hyper-V, and KVM.
  • Performing bootcamps, filling skill gaps, authoring knowledge base articles, runbooks, playbooks, SOPs Assisting in the timely and successful deployment of Zero Trust solutions.
  • Collaborating with sales, external partners, and customer teams to provide consultancy and deployment services.
  • Collaborate with cross-functional teams such as network engineers, security analysts, and DevOps professionals to ensure a cohesive deployment of Zscaler solutions.
  • Leading a team of 10-12 support engineers and L1-3 engineering staff to help maintain production efficiency and proper workload balance, resulting in the utmost quality.

Product Support Engineer III

Zscaler
04.2023 - 08.2024
  • Served as a technical escalation point for enterprise customers managing high-priority cloud security incidents, resulting in a 35% reduction in time-to-resolution.
  • Performed comprehensive log analysis and diagnostics across Zscaler Internet Access (ZIA), Private Access (ZPA), and firewall integrations to identify root causes and implement sustainable solutions.
  • Collaborated with Engineering and Product teams to escalate platform bugs and contribute to fixes for upcoming releases.
  • Authored internal knowledge base articles and best-practice playbooks, adopted by global support teams to optimize Tier-3 response strategies.
  • Provided proactive insights to Customer Success teams to mitigate future escalations and enhance Net Promoter Scores (NPS).

Product Support Engineer II

Zscaler
04.2022 - 04.2023
  • Provided Level 2/3 technical support to enterprise customers utilizing Zscaler's cloud security platform, with expertise in traffic forwarding methods (PAC, GRE, IPsec) and authentication protocols (SAML, SSO).
  • Diagnosed and resolved complex networking issues across various environments, including Windows, macOS, and mobile devices, focusing on secure web gateways, SSL inspection, and DNS redirection.
  • Developed technical documentation and knowledge base articles, supporting internal training initiatives for new hires and ensuring alignment across global support teams.
  • Regularly contribute to the Zscaler knowledge base and share best practices with peers.
  • Recognized with multiple internal awards for outstanding issue resolution speed and customer satisfaction feedback.

Product Support Engineer I

Zscaler
11.2021 - 04.2022
  • Provided technical support specializing in Zscaler Internet Access (ZIA), PAC file configurations, Zscaler Client Connector, and policy setup.
  • Successfully managed escalated cases, performed detailed log analysis, and consistently achieved SLA targets.
  • Ensured high customer satisfaction through accuracy, responsiveness, and prompt issue resolution.

Graduate Trainee Engineer

Zscaler
03.2021 - 11.2021
  • Provided technical support across Zscaler product lines, diagnosing network and cloud security issues and escalating when necessary.
  • Contributed to the development of support portal content and standard operating procedures to enhance service quality and efficiency.

Education

BTech - Computer Science

Punjab Technical University - Global Institutes
01.2020

Skills

  • SD-WAN
  • CCNP Security
  • PowerShell
  • Bash scripting
  • Linux
  • TCP/IP
  • DNS
  • DHCP
  • IPsec
  • SSL/TLS
  • Firewall management
  • Policy development
  • Microsoft Office
  • Documentation
  • Technical reporting

Certification

  • ZCCA-PA (Private Access)
  • ZCCA-IA (Internet Access)
  • AWS CCP - Certified Cloud Practitioner

Languages

English
Hindi
Urdu
Arabic

Hobbies and Interests

  • Learning new technologies related to cybersecurity
  • Improving skills through participation in public CTF programs
  • Football
  • Cricket

Timeline

Technical Lead - Zscaler Softech India Private Limited
08.2024 - Current
Product Support Engineer III - Zscaler
04.2023 - 08.2024
Product Support Engineer II - Zscaler
04.2022 - 04.2023
Product Support Engineer I - Zscaler
11.2021 - 04.2022
Graduate Trainee Engineer - Zscaler
03.2021 - 11.2021
Punjab Technical University - Global Institutes - BTech, Computer Science

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