Technical Account Manager

Zscaler enables the world’s leading organizations to securely transform their networks and applications for a mobile and cloud first world. Its flagship services, Zscaler Internet Access and Zscaler Private Access, create fast, secure connections between users and applications, regardless of device, location, or network. Zscaler services are 100% cloud-delivered and offer the simplicity, enhanced security, and improved user experience that traditional appliances or hybrid solutions are unable to match. Used in more than 185 countries, Zscaler operates the world’s largest cloud security platform, protecting thousands of enterprises and government agencies from cyberattacks and data loss.

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As a Zscaler Technical Account Manager (TAM), you will provide world-class post-sales engineering and professional services support to enterprises and service providers. You will interact with customers in a professional and efficient manner to resolve their highest priority challenges and drive product adoption. All TAMs are held to the highest industry standards for responsiveness and services provided. The TAM owns and manages the post-sales technical relationship with Zscaler customers and ensures that Zscaler is and continues to be considered a key technology partner within the account. The TAM will work closely with the Field Sales Team and Customer Success to ensure that all Zscaler products and services are deployed in a manageable and supportable way, and the customer gets the most out of their investment for the life of the contract. The TAM will work toward establishing an excellent working relationship with other members of the Zscaler Team that are active within their accounts. As the Zscaler platform integrates with many aspects of the Internet and customer infrastructure, a thorough understanding of Internet protocols, information security and networking is required.

Responsibilities/What You’ll Do:

• Manage, escalate, and drive satisfactory resolution of customers' technical, service and infrastructure issues based on Zscaler products and technologies.
• Manage implementation and consulting projects, where you would be expected to plan, schedule and implement Zscaler solutions (ZIA, ZPA, ZDX etc.) for customers or service providers.
• Expected to own technical escalations from the region and drive them to resolution.
• Expected to be available to be on call on rare occasions when contacted by assigned Enterprise accounts for high business impact P0/P1 escalations during non-operational hours.
• Create and facilitate communication channels between the account and product management/engineering teams in Zscaler.
• Proactively inform customers about cloud updates, upgrades and ensure necessary action to maintain availability and customer satisfaction.
• Provide on-site and virtual product training to assigned Enterprise accounts.
• Pro-actively develop and deliver notifications of new Zscaler products and technologies to assigned Enterprise accounts.
• Pro-actively monitor reporting and consumption information along with policy configurations of Zscaler technologies at customer sites and make on-going recommendations to enhance overall experience.
• Help develop and maintain best practices for implementing and supporting Zscaler products in both internal and customer-facing Knowledge Bases
• Maintain intimate knowledge of all Zscaler products and services
• Provide clear and constructive product feedback to Zscaler Product Management based on customer requirements to help shape the future of the platform.

• 4-5 years of technical engagement experience with accounts (either pre or post-sales) is required.
• Experience in implementing/supporting web and/or network security solutions.
• Experience in the high-tech networking and information security industry.
• Committed desire to provide customer satisfaction
• Strong written and verbal communication skills
• In-depth understanding of enterprise networks and infrastructure.
• Strong Troubleshooting and customer management skills is a must.
• In-depth understanding of TCP/IP, including reading packet captures and general diagnostics is required.
• Understanding of modern authentication frameworks and platforms (e.g. SAML, SCIM, Okta, Azure AD etc.) is required.
• Practical understanding of system administration (Windows, MacOS, Linux etc.) is required.
• Experience with FreeBSD and Linux in general is desired.
• Practical understanding of common Internet protocols (e.g. HTTP, SSL/TLS, DNS, FTP etc.) is required.
• Basic Shell Scripting/Programming Experience (bash, Perl, etc.) is an added advantage.
• SQL experience is an added advantage.
• Understanding of Various routing and switching architectures (Cisco, Juniper, etc.) is an added advantage.

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What You Can Expect From Us:

• An environment where you will be working on cutting edge technologies and architectures
• A fun, passionate and collaborative workplace
• Competitive salary and benefits, including equity

Why Zscaler?

People who excel at Zscaler are smart, motivated and share our values. Ask yourself: Do you want to team with the best talent in the industry? Do you want to work on disruptive technology? Do you thrive in a fluid work environment? Do you appreciate a company culture that enables individual and group success and celebrates achievement? If you said yes, we’d love to talk to you about joining our award-winning team.

Additional information about Zscaler (NASDAQ: ZS ) is available at https://www.zscaler.com.

Zscaler is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.