Saurabh Tiwari

Own a strategic portfolio of **$16M+ ARR** across premium enterprise customers; serve as the primary technical advisor, ensuring adoption, retention, and measurable value realization.

* Establish and manage executive relationships (CIO, CISO, CTO); lead **Quarterly Technical Reviews (QTRs)** to align customer objectives with Zscaler’s roadmap and transformation initiatives.

* Drive end-to-end ownership of **P0/P1 escalations**, coordinating with Support, Engineering, Product, and Sales to restore service quickly and maintain customer trust; handle after-hours on-call for premium accounts.

* Proactively assess telemetry, logs, and policy configurations to detect risks, optimize designs, improve security posture, and enhance operational performance.

* Lead technical strategy for new feature adoption, architecture modernization, and Zero Trust maturity acceleration across global deployments.

* Manage change requests, deployment updates, RCA documentation, and production incident resolution with clear communication and cross-functional coordination.

* Host weekly technical syncs, delivering reporting insights, readiness updates, and improvement roadmaps for each customer.

* Provide structured feedback to Product Management to influence roadmap planning and feature enhancements based on customer needs.

* Deliver premium enablement workshops and virtual product training to improve platform adoption and reduce support dependency.

* Partner with CSMs and Sales Engineers to design transformation programs, propose architectural improvements, and support expansion opportunities.

* Act as the escalation bridge for the TAM organization, safeguarding customer confidence across high-impact accounts.

* Lead hiring for the TAM US BLR team, conducting technical interviews and shaping a strong team of future TAMs.

* Drive onboarding success through graduation panels, technical assessments, and mentorship for new hires.

* Communicate cloud updates, maintenance events, and upgrade requirements proactively to minimize operational disruption.

* Champion operational excellence by managing production tools, coordinating site interventions, and ensuring continuous service improvement.

• Technical Support & Troubleshooting: Provide expert support for Zscaler Internet Access (ZIA), Zscaler Private Access (ZPA), and Zscaler Digital Experience (ZDX). Resolve intricate issues related to IPsec, GRE tunnels, SSL inspection, DNS, URL filtering & Cloud Application Control Policies, Firewall & DLP Control etc. Utilize diagnostic tools like Grafana, Wireshark, etc. and Log Analysis to improve issue resolution rate & efficiency.
• Incident Management: Lead the resolution of critical incidents involving production down and renewal at risk scenarios. Conduct thorough root cause analysis and implement solutions that enhance the stability and performance of customer environments.
• Engineering Collaboration: Work closely with engineering teams to address and resolve high-priority issues. Contribute to the knowledge base with detailed documentation of solutions and technical guides which help to streamline support processes.
• Training & Mentorship: Guide graduate trainee engineers through advanced troubleshooting and case management best practices. Conduct training sessions to boost team competency and effectiveness in handling complex issues.
• Documentation & Feedback: Develop and maintain comprehensive technical documentation, including troubleshooting guides and strategic macros. Provide valuable feedback to product teams to inform enhancements and improve overall product quality.
• Customer Configuration & Advocacy: Support customers with deploying, integrating & configuring Zscaler solutions including ZIA, NSS, App Connectors. Focus on improving customer satisfaction by ensuring effective issue resolution and tailored support.

• Support Process Creation & Improvement: Delivered high-quality support to Moveworks customers by implementing and scaling a new technical support process. This enhancement led to a 47% reduction in ticket resolution time and effectively managed a significant increase in ticket volume, from approximately 100 to 900-1000 tickets per month.
• Defect Management: Identified, logged, and tracked defects in the defect management system, facilitating timely fixes and contributing to overall product reliability.
• Knowledge Management: Documented recurring customer issues in the knowledge base to assist the support team and prevent issue recurrence. Enhanced knowledge sharing and support effectiveness by creating SOP's for publishing technical documentation both internally & externally.
• Troubleshooting & Code Changes: Analyzed logs from Kibana and LogDNA to troubleshoot user-reported issues. Implemented code changes and managed pull requests in GitHub to address customer needs and improve functionality while debugging.
• Hiring & Training: Collaborated with management and talent acquisition teams to recruit L1 and L2 engineers, driving team growth and evolution. Assisted with onboarding and training new hires, ensuring they are fully prepared for production environments.

• Expert Technical Support & Troubleshooting: Delivered advanced technical support for VMware Unified Endpoint Management (Airwatch) and Unified Access Gateway (UAG). Effectively resolved complex technical issues through meticulous research, comprehensive diagnostics, and precise troubleshooting across email, phone, and virtual platforms (Zoom/WebEx).
• Enhanced Customer Satisfaction & Engagement: Achieved superior customer satisfaction by providing prompt and effective solutions to technical queries and managing critical escalations. Demonstrated exceptional problem-solving skills, ensuring timely resolution of challenging customer issues and maintaining high service standards.
• Strategic Training & Mentorship: Spearheaded the training and onboarding of new hires and recent graduates, utilizing a structured mentoring approach. Developed and conducted one-on-one & one-to-many educational sessions to bolster team competencies and enhance overall support effectiveness.
• Knowledge Management & Best Practice Development: Contributed significantly to the global technical support team by creating and curating knowledge base articles, and establishing best practices. Enhanced organizational efficiency through comprehensive documentation and knowledge sharing.
• Technical Expertise & Process Improvement: Leveraged in-depth knowledge of cloud computing, networking technologies, and industry trends to drive technical support excellence. Utilized diagnostic tools such as Wireshark, managed Linux and Windows servers, and applied expertise in REST APIs, HTTP, and TCP/IP to resolve complex issues.
• Efficient Process Optimization & Escalation Management: Implemented strategic process improvements that optimized support workflows and effectively managed high-priority escalations. Ensured robust resolution of critical issues, contributing to streamlined operations and improved customer satisfaction.

• Customer Needs Assessment: Evaluated business use-cases and requirements to provide effective solutions. Contributed to sales growth by aligning offerings with client needs and business goals.
• Strategic Market Leadership: Partnered with development, sales, and partner channels to secure customers and strengthen market presence. Played a role in achieving notable market advancements.
• Product Familiarity & Innovation: Up-to-date with product features and capabilities. Proposed feature updates and improvements that enhanced client satisfaction and service quality.
• Process Improvement: Suggested process improvements for better customer service. Established efficient communication channels to address service-related issues promptly.

• Facilitated Recruitment Efforts: Engaged with HR professionals and supported recruitment teams in organizing and executing recruitment drives, streamlining the hiring process for both employers and students.
• Organized Career Development Events: Coordinated and hosted guest lectures and workshops, enhancing student engagement and providing valuable industry insights.