Technical Account Manager

Company Description

Stay Connected: Job Description : Responsibilities/What You’ll Do :

• Manage, escalate, and drive satisfactory resolution of customers' technical support, service and infrastructure issues based on Zscaler products and technologies.
• 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-impacting issues during non-operational hours.
• Create and facilitate communication channel between the gold/platinum customer and the product management and engineering teams in Zscaler.
• Proactively 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.
• Proactively develop and deliver notifications of new Zscaler products and technologies to Premium Support customers
• Proactively monitor reporting information and policy configurations of Zscaler technologies at customer sites and make on-going recommendations
• 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

Qualifications : Qualifications/Your Background :

• 4-5 years of account management experience (either pre
• or post-sales)
• 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 Microsoft Active directory is required.
• Practical understanding of open source system administration: Windows, Linux, FreeBSD is required.
• Experience with FreeBSD and Linux is desired.
• Practical understanding of Internet protocols: HTTP, SMTP, DNS, LDAP, and FTP 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.

Additional Information

All your information will be kept confidential according to EEO guidelines.

LI-JG3

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.

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