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 world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform 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.
Position: Technical Account Manager - US
Location: Bangalore
The Technical Account Manager - US Shift will report to the Manager, Technical Account Managers. You will provide world-class post-sales engineering and professional services support to enterprises and service providers. You will work with customers using a variety of medium (phone, email, on-site). All TAMs are held to the highest industry standards for responsiveness and services provided. The TAM manages the Premium Support relationship and ensures that Zscaler is and continues to be considered a necessary technology partner within the account. The TAM 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. The TAM will work toward establishing an excellent working relationship with other members of the Zscaler Team that are active within your accounts. As the Zscaler platform integrates with many aspects of the Internet and customer infrastructure, an understanding of Internet protocols and networking beyond HTTP and SMTP is required.
The mission of Zscaler's Customer Success department is to transform the way our customers work, to lead them through their digital transformation, and support their outcomes. Improve Experience for our customers, and their users, to get the best user experience maximising security in a global environment. Through world-class technical engagement, and ensuring our customers get the best out of the technology.
Engagement, a work with our customers and partners, be their trusted advisors and turn them into raving fans of Zscaler.
Responsibilities/What You'll Do:
- Manage satisfactory resolution of customers' technical service and infrastructure issues based on Zscaler products and technologies.
- Manage implementation and consulting projects, where you would implement Zscaler web and email solutions for customers or service providers.
- Expected to take support escalations from the region and help the Support team from time to time.
- Expected to be available to be on call when contacted by premium support customers for P0/P1 customer improving issues during non-operational hours.
- Create and facilitate communication channel between the gold/platinum customer and the product management and engineering teams in Zscaler.
- Update customers about cloud updates, upgrade and ensure necessary action to maintain availability and customer satisfaction.
- Provide on-site and virtual product training to Premium Support customers.
- Develop and deliver notifications of new Zscaler products and technologies to Premium Support customers
- Monitor reporting information and policy configurations of Zscaler technologies at customer sites and make ongoing recommendations
- Help maintain best practices for implementing 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
- 5 years of account management experience (either pre- or post-sales)
- Experience in implementing/ supporting web security and email security solutions.
- Experience in high-tech networking and information security industry.
- Committed desire to provide customer satisfaction
- In-depth understanding of enterprise networks and infrastructure.
- Strong Troubleshooting and customer management skills.
- In-depth understanding of TCP/IP, including reading packet, captures and general diagnostics is required.
- Understanding of Microsoft Active directory is required.
- Experience with open source system administration: Windows, Linux, FreeBSD is required.
- Experience with FreeBSD and Linux is desired.
- Experience with Internet protocols: HTTP, SMTP, DNS, LDAP, and FTP is required.
- Basic Shell Scripting/Programming Experience (Bash, Perl, etc.).
- SQL experience is an added advantage.
- Understanding of Several routing and switching architectures (Cisco, Juniper) is an added advantage.
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:
- Multiple health plans
- A flexible time off policy
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks, and more!
#L1_SU1
#LI-Hybrid
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.
