Vikram Bhagat
Jalandhar
Summary
Proactive and results-oriented escalation engineer with over eight years of experience managing high-priority customer escalations and collaborating with cross-functional teams to achieve exceptional outcomes. Skilled in resolving complex technical challenges, optimizing service delivery processes, and ensuring outstanding customer satisfaction. Proficient in fostering collaboration among engineering, support, and product teams while driving continuous improvement initiatives. Recognized for strong leadership, problem-solving expertise, and consistently maintaining excellent customer satisfaction in escalated cases.
Overview
8
8
years of professional experience
2
2
Certification
Work History
Escalation Engineer : Specialization Team
Zscaler
06.2023 - Current
- Customer Focus: Proven track record in achieving 100% customer satisfaction by providing timely and high-quality resolutions.
- Critical Case Management: Proficient in handling escalated cases, prioritizing critical incidents, and delivering effective solutions under tight timelines.
- Cross-Functional Collaboration: Skilled in partnering with cross-departmental teams, including engineering, product management, and support, to drive issue resolution.
- Technical Leadership: Delivered comprehensive training to L2, L3, and Tech leads, enhancing team skills and operational efficiency.
- Advanced Troubleshooting: Expertise in diagnosing and resolving complex issues with ZCC, ZPA, and ZIA services.
Member of Technical Staff III
NETSKOPE
07.2022 - 05.2023
- Working on SASE products such as ZTNA, CASB, and SWG
- Identifying, analyzing, and resolving complex technical problems
- Collaborating with cross-functional teams such as development, product management, and operations to resolve customer issues and implement solutions
- Manage the designated customer account and help resolve all cases from the account
- Developed innovative solutions to complex technical problems, improving overall efficiency and productivity of the team.
Technical Lead-ZIA (SWG)
ZSCALER
10.2021 - 07.2022
- Directed a team of engineers to resolve customer issues effectively while mentoring team members for career development.
- Supported engineers with floor assistance, driving prompt resolutions during critical customer escalations.
- Partnered with directors and VPs to address high-priority cases and operational challenges.
- Developing and maintaining technical documentation and knowledgebase to assist with troubleshooting and support
Product Support Engineer Level III
ZSCALER
01.2020 - 10.2021
- Working directly with Platinum and Top 100 accounts
- Working with escalated accounts and moving them back to Normal state
- Taking escalations from L1 and L2 engineers
- Taking escalations raised by customers or success managers
Product Support Engineer Level II
ZSCALER
05.2018 - 01.2021
- Interacting with clients (via email and phone calls), understanding their needs & providing technical assistance to them on the remote sessions (using WebEx, Zoom, or Teams tools) & troubleshooting the issues raised
- Provide support to the end customers dealing with cloud products such as ZTNA, and CASB
- Helping customers with Sanity testing, creating rules and custom URL categories, Malware and Advanced Threat Protection, Whitelisting URLs, DLP policies
Product Support Engineer Level I
ZSCALER
02.2017 - 05.2018
- Work with Bronze-level customers
- Picking inbound calls
Education
B.Tech - ECE
DAV UNIVERSITY
Jalandhar, Punjab01.2017
Skills
- ZTNA
- CASB
- SWG
- PROXY
- Cross-functional collaboration
- Case prioritization
- Training and mentoring
- Problem resolution
- Service improvement initiatives
- Account Handling and Management
Certification
- NSCO&A: Netskope: 2023
- ZDTA : Zscaler : 2024
Timeline
Escalation Engineer : Specialization Team
Zscaler
06.2023 - Current
Member of Technical Staff III
NETSKOPE
07.2022 - 05.2023
Technical Lead-ZIA (SWG)
ZSCALER
10.2021 - 07.2022
Product Support Engineer Level III
ZSCALER
01.2020 - 10.2021
Product Support Engineer Level II
ZSCALER
05.2018 - 01.2021
Product Support Engineer Level I
ZSCALER
02.2017 - 05.2018
- NSCO&A: Netskope: 2023
- ZDTA : Zscaler : 2024
B.Tech - ECE
DAV UNIVERSITY
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