Technical Account Manager

Our Customer Success Strategy & Operations team uses valuable data and market research to help our customers succeed and drive value. Our teams collaborate to identify solutions using competitor and industry trend analysis, providing valuable insights for strategic decision-making. We're responsible for facilitating smooth transitions during organizational change efforts that promote employee adoption. You'll be an integral part of solving challenges faced by our client-facing teams to help make Zscaler more efficient in meeting our customers' needs.

We're looking for an experienced Technical Account Manager reporting to the Senior Manager, Technical Account Management, you'll be responsible for:

• You will be available on call when contacted by premium support customers for Priority0/Priority1 customer-affecting issues during non-operational hours.
• Create and facilitate communication channels between the gold/platinum customer and the product management and engineering teams in Zscaler.
• Help update customers about cloud updates and upgrades.
• Provide on-site and virtual product training and deliver notifications of newZscaler products and technologies to Premium Support customers.
• Monitor reporting information and policy configurations of Zscaler technologies at customer sites and make ongoing recommendationsProvide clear and constructive product feedback to Zscaler Product Management based on customer requirements

What We're Looking for (Minimum Qualifications)

• 5 years of account management experience (either pre- or post-sales)
• Troubleshooting and customer management skills
• An in-depth understanding of TCP/IP, including reading packet, captures and general diagnostics and an understanding of Microsoft Active directory.
• Experience and in-depth understanding of enterprise networks & infrastructure in high-tech networking and information security industry.
• Experience with open-source system administration: Windows, Linux, FreeBSD.
• Experience with Internet protocols: HTTP, SMTP, DNS, LDAP, and FTP.
• For this role you need to be fluent in English (verbal & written), Korean to communicate with our Korean customers.

What Will Make You Stand Out (Preferred Qualifications)

• Basic Shell Scripting/Programming Experience (bash, Perl), SQL
• Understanding of several routing and switching architectures (Cisco, Juniper etc)
• #LI-Hybrid
• #LI-DS8

At Zscaler, we believe that diversity drives innovation, productivity, and success. We are looking for individuals from all backgrounds and identities to join our team and contribute to our mission to make doing business seamless and secure. We are guided by these principles as we create a representative and impactful team, and a culture where everyone belongs. For more information on our commitments to Diversity, Equity, Inclusion, and Belonging, visit the Corporate Responsibility page of our website.

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:

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!

Last updated on Aug 21, 2024