Technical Account Manager

4 weeks ago

New York, United States Zscaler Full time

**Technical Account Manager - Dedicated**

* New York, NY, USA

* Full-time

* Department: Customer Services

**Company Description**

**We are looking for sales engineers who are sharp, creative, and hardworking with an unwavering desire to be the best.**

Traditional security companies are becoming less relevant as cloud adoption and digital transformation become the norm in every market industry and in every market segmentation. Zscaler has been a leader in Gartners MQ for 10 consecutive years and has helped shape the emerging SASE category (a true category creator). We are well positioned to dominate this massively growing cloud security market.

**The Zscaler Sales Culture

Winning Technology and Products** -We offer the best technology and products for the cloud first world. We pioneered cloud security and continue to grow our 70B + TAM by releasing new products every year.

**Investing in People** A well-funded and world-class Sales Strategy and Enablement Team to help you succeed. Sales process, practical methods and training to help you ramp faster and close larger deals as companies accelerate their move to the cloud.

**Supportive Leadership** An industry leading leadership team with strong values, off the chart business acumen that will help you succeed quickly, while providing mentorship and career growth.

**Competitive; We Play to Win** We are playing in a rapidly growing TAM and huge market mega-shifts that leads directly to Zscaler; tracking a growth path similar to Salesforce, Workday, & ServiceNow.

**Job Description**

As a Zscaler Technical Account Manager (TAM), you will provide world-class post-sales engineering and professional services support to enterprises and service providers. You will interact with customers in a professional and efficient manner to resolve their highest priority challenges and drive product adoption. 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 and Customer Success 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 Youll Do:

* Manage, escalate, and drive satisfactory resolution of customers' technical, service and infrastructure issues based on Zscaler products and technologies.

* 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 own technical escalations from the region and drive them to resolution.

* Expected to be available to be on call on rare occasions when contacted by assigned Enterprise accounts for high business impact P0/P1 escalations during non-operational hours.

* Create and facilitate communication channels between the account and product management/engineering teams in Zscaler.

* Proactively inform customers about cloud updates, upgrades and ensure necessary action to maintain availability and customer satisfaction.

* Provide on-site and virtual product training to assigned Enterprise accounts.

* Pro-actively develop and deliver notifications of new Zscaler products and technologies to assigned Enterprise accounts.

* 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.

* 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 to help shape the future of the platform.

**Qualifications**

* 4-5 years of technical engagement experience with accounts (either pre or post-sales) is required.

* Experience in implementing/supporting web and/or network security solutions.

* 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 modern authentication frameworks and platforms (e.g. SAML, SCIM, Okta, Azure AD etc.) is required.

* Practical understanding of system administration (Windows, MacOS, Linux etc.) is required.

* 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.

* 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.

**What you can expect from us:**

* An environment where you will be learning cutting edge technologies and architectures

* A fun, passionate and collaborative workplace

* Competitive salary and benefits, including equity

* Zscaler is the worlds leading software-as-a-service security platform

* We deliver best of breed security services with unprecedented scale

* We protect 15 million users, in 3,250 organizations, across 185+ countries

* Blue Chip Customers (200 of Global 2,000 in our portfolio)

* Glassdoor rating of 4.7/5.0 = Exceptional place to work

Learn more at zscaler.com or follow us on Twitter @zscaler. Additional information about Zscaler (NASDAQ : ZS ) is available at .

#LI-MS5

**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

Additional information about Zscaler (NASDAQ: ZS ) is available at .

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

Technical Account Manager - Dedicated

* New York, NY, USA

* Full-time

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