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 TAM to join our Customer Success team. Reporting to the Manager, Technical Account Management. you will be responsible:

• You will provide world-class post-sales engineering and professional services support to enterprises and service providers.
• You will work with customers using a variety of media (phone, email, on-site). All TAMs are held to the highest industry standards for responsiveness and services provided.
• The TAM manages the Premium Support relationship and ensures that Zscaler is and continues to be considered an important technology partner within the account. The TAM will work with the Field Sales Team 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 your accounts. As the Zscaler platform integrates with many aspects of the Internet and customer infrastructure, a thoughtful understanding of Internet protocols and networking beyond HTTP and SMTP is required.
• Provide on-site and virtual product training to Premium Support customers.
• Develop and deliver notifications of new Zscaler products and technologies to Premium Support customers
• Monitor reporting information and policy configurations of Zscaler technologies at customer sites and make ongoing recommendations
• Help develop best practices for implementing 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

What We're Looking for (Minimum Qualifications)

• Manage satisfactory resolution of customers' technical support and infrastructure issues based on Zscaler products and technologies.
• 5 +years of account management experience (either pre- or post-sales)
• Manage implementation and consulting projects, where you would plan Zscaler web and email solutions for customers or service providers.
• 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-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.

What Will Make You Stand Out (Preferred Qualifications)

• Experience in implementing/ supporting web security and email security solutions.
• Experience in high-tech networking and information security industry.
• Committed desire to provide customer satisfaction
• Experience establishing communication and engagement with prospects
• In-depth understanding of enterprise networks and infrastructure
• Troubleshoot and customer management skills.
• An in-depth understanding of TCP/IP, including reading packet, captures and general diagnostics is required.
• Understanding of Microsoft Active directory is required.
• Experience with open-source system administration: Windows, Linux, FreeBSD is required.
• Experience with FreeBSD and Linux, Internet protocols: HTTP, SMTP, DNS, LDAP, and FTP is required.
• Basic Shell Scripting/Programming Experience (bash, Perl etc.), SQL experience.
• Understanding of several routing and switching architectures (Cisco, Juniper, etc.) is an added advantage.

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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!