Senior Technical Account Manager

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, which is found in our SASE and SSE offerings, 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. 

At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying solutions. We use valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and use our technology to its fullest potential. Together, we create a customer-centric culture that fosters success, adoption, and growth.

We're looking for a Senior Technical Account Manager (Sr. TAM) to join our Customer Success team to manage resolution of customers' technical service and infrastructure issues related to Zscaler products. This hire will be remote based in Georgia. Reporting to the Manager of Customer Success, 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.
• Work with the Field Sales Team to ensure that Zscaler products and services are deployed in a manageable and supportable way. Engage our customers and partners as trusted advisors. 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 internal 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 We're Looking for (Minimum Qualifications)

• 5 years of account management experience, including pre- and post-sales responsibilities. Experience implementing/supporting web and email security solutions.
• Bachelor 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. Hands-on experience with network troubleshooting tools like Wireshark, WinMTR, and Fiddler.

What Will Make You Stand Out (Preferred Qualifications)

• Knowledge of basic protocols such as HTTP, DNS, TCP/IP, UDP, SSL/TLS, ICMP, FTP, and experience with packet captures.
• Additional advantages include experience with L2/L3 protocols and devices, advanced security concepts (IPS/IDS/DLP), and authentication protocols (SAML/LDAP).
• Basic shell scripting/programming experience (bash, Perl) and familiarity with SQL. Understanding of multiple routing and switching architectures (Cisco, Juniper).

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At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

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:

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 committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered 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 characteristic protected by federal, state, or local laws.

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

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Zscaler complies with all applicable federal, state, and local pay transparency rules.

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.