I have 10 years of technical/product support experience where I provide support to both internal and external clients globally. It includes root-cause analysis, technical troubleshooting, problem resolution, writing of knowledge-based articles, creating support videos and collaborating with cross-functional teams or 3rd party vendors.

I am currently working as Senior Engineer and I'm responsible for supporting BigFix product which is a security endpoint management platform that enables IT Operations and Security teams to fully automate discovery, management and remediation – whether it's on-premises, virtual, or cloud – regardless of operating system, location or connectivity. Moreover, I have 5 years experience as a team lead and in this role, I manage technical support engineers and resolve client escalations at a worldwide level.