Technical Account Manager - East

About Zscaler

Zscaler (NASDAQ: ZS) accelerates digital transformation so that customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange is the company’s cloud-native platform that protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

With more than 10 years of experience developing, operating, and scaling the cloud, Zscaler serves thousands of enterprise customers around the world, including 450 of the Forbes Global 2000 organizations. In addition to protecting customers from damaging threats, such as ransomware and data exfiltration, it helps them slash costs, reduce complexity, and improve the user experience by eliminating stacks of latency-creating gateway appliances.

Zscaler was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. Zscaler’s purpose-built security platform puts a company’s defenses and controls where the connections occur—the internet—so that every connection is fast and secure, no matter how or where users connect or where their applications and workloads reside.

Job Description

As a Zscaler Technical Account Manager (TAM), you will provide world-class post-sales engineering and services assistance to enterprises/service providers. You will interact with customers in a professional and efficient manner to resolve their highest priority challenges along with driving product adoption & best practices. 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, Customer Success and TAC 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.
• Help develop, drive implementation of and maintain best practices for effective operation of Zscaler products
• Expected to own technical escalations from the region and drive them to resolution.
• Expected to assist on rare occasions when contacted by assigned Enterprise accounts for critical 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 content 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.

Qualifications

* Must be located in Eastern Time Zone.

• 4-5 years of technical engagement experience with accounts (either pre or post-sales) is preferred.
• 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.

Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.

The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits.

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status or any other characteristics protected by federal, state, or local laws.

See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules. For additional information about the federal requirements, click here.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.