Sougata Tapadar

Staff Customer Success Engineer @Trellix

Bengaluru, IN

Hands on experience in Network Security products: IPS, NDR, Intelligent Sandbox, Email Security, Web Security, Vulnerability Manager, Network DLP.• Technical expertise in TCP/IP Protocols: SMTP, HTTP, DNS, SSL/TLS etc.• Basic knowledge in AWS and Cloud security concepts, controls, architecture.• Basic knowledge of Python scripting language.• Manage the day-to-day operation of a frontline and senior-level support team in India.• Participating in hiring resources and train them based on the requirements to build a strong support team.• Collaboration with Engineering, Lab, Sales, CSM, Logistic to prioritize issues, weekly releases, product, and process improvement.• Drive the team to deliver outstanding customer service and maintain 90+ NPS score from last 20 quarters.• Organized, process and documentation-oriented approach with high degree of personal integrity and ethics.• Preparing shift schedules and maintaining leave tracker to ensure proper coverage for Call and Service Portal channels.• Conduct case review meetings to ensure that support tickets are handled to meet SLA and reduce backlogs. • Accountable for customer escalations and drive them internally to a speedy resolution while ensuring that customers are kept fully informed of progress throughout the escalation.• Respond to the team\'s queries, provide solutions, and mentor them to develop their skills.• Carried out Webinars to train customers and partners on Trellix products and features.• Participate in knowledge sharing via internal product training and authored Knowledge Base documentation.• Involved in proactive project works, UAT, Beta testing and release announcements.

Bangalore University

Bachelor's degree

Sikkim Manipal University - Distance Education

Master of Business Administration - MBA