Vadodara, Gujarat, India
As a Technical Support Engineer at Checkmarx, I provide high-quality customer service and technical assistance for various software products and platforms, including Microsoft 365, cloud administration, and security solutions. With over 15+ years of experience in the IT industry, I have developed a strong expertise in troubleshooting, problem-solving, and documentation. Skilled as Technical support individual with 15+ years’ experience with a strong background in technical troubleshooting, ticket management, and customer communication. I have also received multiple awards and recognition for my outstanding performance and dedication to customer satisfaction. My goal is to leverage my skills and knowledge to help customers achieve their objectives and overcome their challenges and provide best in class support.
As a Product Support Engineer at Claroty, I independently resolved complex customer issues, maintained proactive customer relationships, and escalated priority issues to management. • Investigated and resolved complex high-end customer problems • Maintained proactive approach to customer happiness • Demonstrated critical thinking and strong communication skills Products:: SRA ( secure remote access ) CTD ( continuous threat detection ) Xdome PostgreSQL
• Proficiently provide technical support for Checkmarx's Static Application Security Testing (SAST) tool, adept at investigating and resolving issues related to file parsing, query execution, and concurrent scanning for customer across the globe • Responsible to provide support for Checkmarx’s Software Composition Analysis(SCA) tool which scans vulnerabilities in open source packages. • Offer dedicated assistance for Checkmarx's SaaS application (CxOne), leveraging various scanning technologies including SAST, SCA, IaC, and DAST, to effectively detect vulnerabilities. • Utilize analytical skills to analyze SaaS application logs via Kibana, extracting insights crucial for identifying and addressing customer issues at their root cause. • Collaborate closely with customers to configure their pipelines (e.g., Jenkins, Azure DevOps, Bamboo) with Checkmarx's plugin, ensuring comprehensive vulnerability scanning within source code. • Investigate and troubleshoot customer pipeline issues stemming from Checkmarx plugin integration, ensuring smooth operation and effective security measures. • Deliver comprehensive product training and knowledge transfer sessions to onboard new team members, ensuring proficiency in utilizing Checkmarx's suite of security tools within project environments. • Collaborating closely with the Research and Development (R&D) team to report and track bugs and defects identified by customers.