Technical Account Manager-US

About Zscaler

Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) 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

As the operator of the worlds largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure

The pioneering, AI-powered Zscaler Zero Trust Exchangeplatform protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry

If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler

Our Customer Success Strategy & Operations team uses valuable data and market research to help our customers succeed and lead value

Our teams collaborate to identify solutions using competitor and industry trend analysis, providing valuable insights for strategic decision-making

We're responsible for facilitating smooth transitions during organisational change efforts that promote employee adoption

You'll help solve challenges faced by our client-facing teams to help make Zscaler more efficient in meeting our customers' needs

We're Looking For An Experienced TAM To Join Our Customer Success Team

Reporting To The Manager, Technical Account Management

You Will Be Responsible For:

To provide world-class post-sales engineering and professional services support to enterprises and service providers

You will work with customers using a variety of media (phone, email, on-site)

You are held to the highest industry standards for responsiveness and services provided and manages the Premium Support relationship and ensures that Zscaler is and continues to be considered an important technology partner within the account

You will work with the Field Sales Team 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

Engage our customers and partners, be their trusted advisors and turn them into dedicated fans of Zscaler

What We're Looking for (Minimum Qualifications)

You will manage resolution of customers' technical service and infrastructure issues related to Zscaler products

Handle implementation and consulting projects, scheduling Zscaler web and email solutions for customers

Assist the Support team by taking support escalations and providing occasional support

Available for on-call duty to address important customer issues during non-operational hours

Establish communication channels between gold/platinum customers and Zscaler's product management and engineering teams

Keep customers updated on cloud updates and upgrades, ensuring necessary actions for availability and satisfaction

Provide on-site and virtual product training to Premium Support customers

Deliver notifications of new Zscaler products and technologies to Premium Support customers

Monitor reporting information and policy configurations at customer sites, offering ongoing recommendations

Provide valuable product feedback to Zscaler Product Management based on customer requirements

What Will Make You Stand Out (Preferred Qualifications)

5 years of account management experience, including preand post-sales responsibilities

Experience implementing/supporting web and email security solutions

Minimum and Preferred QualificationsBachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications

Proficiency in high-tech networking, information security, and application networking, with a focus on communication and engagement with prospects

In-depth understanding of enterprise networks and infrastructure, including TCP/IP stack and protocol workflow

Knowledge of basic protocols such as HTTP, DNS, TCP/IP, UDP, SSL/TLS, ICMP, FTP, and experience with packet captures

Hands-on experience with network troubleshooting tools like Wireshark, WinMTR, and Fiddler

Additional advantages include experience with L2/L3 protocols and devices, advanced security concepts (IPS/IDS/DLP), and authentication protocols (SAML/LDAP)

Troubleshoot and customer management skills, with proficiency in Microsoft Active Directory

Basic shell scripting/programming experience (bash, Perl) and familiarity with SQL

Understanding of multiple routing and switching architectures (Cisco, Juniper)

LI-SU1

At Zscaler, we believe that diversity drives innovation, productivity, and success

We are looking for individuals from all backgrounds and identities to join our team and contribute to our mission to make doing business seamless and secure

We are guided by these principles as we create a representative and impactful team, and a culture where everyone belongs

For more information on our commitments to Diversity, Equity, Inclusion, and Belonging, visit the Corporate Responsibility page of our website

Our Benefits Programme Is One Of The Most Important Ways We Support Our Employees

Zscaler Proudly Offers Comprehensive And Inclusive Benefits To Meet The Diverse Needs Of Our Employees And Their Families Throughout Their Life Stages, Including:

Different health plans

Time off plans for vacation and sick time

Parental leave options

Retirement options

Education reimbursement

In-office perks, and more!

At Zscaler, we believe that diversity drives innovation, productivity, and success

We are looking for individuals from all backgrounds and identities to join our team and contribute to our mission to make doing business seamless and secure

We are guided by these principles as we create a representative and impactful team, and a culture where everyone belongs

For more information on our commitments to Diversity, Equity, Inclusion, and Belonging, visit the Corporate Responsibility page of our website

Our Benefits Program Is One Of The Most Important Ways We Support Our Employees

Zscaler Proudly Offers Comprehensive And Inclusive Benefits To Meet The Diverse Needs Of Our Employees And Their Families Throughout Their Life Stages, Including:

Various health plans

Time off plans for vacation and sick time

Parental leave options

Retirement options

Education reimbursement

In-office perks, and more!

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



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

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