Technical Account Manager (East)

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.

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:

• 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.
• Maintain intimate knowledge of all Zscaler products and services.
• Expected to own technical escalations from the region and drive them to resolution.
• Proactively inform customers about cloud updates, upgrades and ensure necessary action to maintain availability and customer satisfaction.
• Pro-actively develop and deliver notifications of new Zscaler products and technologies to assigned Enterprise accounts.
• Provide on-site and virtual product training to assigned Enterprise accounts.
• Create and facilitate communication channels between the account and product management/engineering teams in Zscaler.
• 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.
• Expected to assist on rare occasions when contacted by assigned Enterprise accounts for critical business impact P0/P1 escalations during non-operational hours.
• Provide clear and constructive product feedback to Zscaler Product Management based on customer requirements to help shape the future of the platform.
• Help develop, drive implementation of and maintain best practices for effective operation of Zscaler products
• Manage, escalate, and drive satisfactory resolution of customers' technical, service and infrastructure issues based on Zscaler products and technologies.
• Help develop and maintain content in both internal and customer-facing Knowledge Bases.

• 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.
• Practical understanding of system administration (Windows, MacOS, Linux etc.) is required.
• Strong Troubleshooting and customer management skills is a must.
• Experience in the high-tech networking and information security industry.
• Understanding of various routing and switching architectures (Cisco, Juniper, etc.) is an added advantage.
• SQL experience is an added advantage.
• Understanding of modern authentication frameworks and platforms (e.g. SAML, SCIM, Okta, Azure AD etc.) is required.
• Strong written and verbal communication skills.
• In-depth understanding of TCP/IP, including reading packet captures and general diagnostics is required.
• Basic Shell Scripting/Programming Experience (bash, Perl, etc.) is an added advantage.
• Committed desire to provide customer satisfaction.
• Experience in implementing/supporting web and/or network security solutions.
• 4-5 years of technical engagement experience with accounts (either pre or post-sales) is required.
• In-depth understanding of enterprise networks and infrastructure.

The base salary range for this full-time position is $100,750 to $155,000 + bonus + equity + benefits.

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.

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

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What You Can Expect From Us:

• A fun, passionate and collaborative workplace
• Competitive salary and benefits, including equity
• An environment where you will be working on cutting edge technologies and architectures

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.
Additional information about Zscaler (NASDAQ: ZS ) is available at https://www.zscaler.com.

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 employees. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

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. If you need support, please contact us by sending an email to [email protected]. This email address is used specifically for accommodation requests only, and resumes, CV's, or questions other than accommodations will not be replied to or accepted.