Our Customer Success Strategy & Operations team uses valuable data and market research to help our customers succeed and lead 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 organisational change efforts that promote employee adoption. You'll help solve 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 for:

• To 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).
• You are held to the highest industry standards for responsiveness and services provided and manages the Premium Support relationship and ensures that Zscaler is and continues to be considered an important technology partner within the account.
• You 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.Engage our customers and partners, be their trusted advisors and turn them into dedicated fans of Zscaler
• Keep customers updated on cloud updates and upgrades, ensuring necessary actions for availability and satisfaction.
• Provide on-site and virtual product training to Premium Support customers.
• Deliver notifications of new Zscaler products and technologies to Premium Support customers.
• Monitor reporting information and policy configurations at customer sites, offering ongoing recommendations.
• Provide valuable product feedback to Zscaler Product Management based on customer requirements.

What We're Looking for (Minimum Qualifications)

• You will manage resolution of customers' technical service and infrastructure issues related to Zscaler products.
• Handling implementation and consulting projects, scheduling Zscaler web and email solutions for customers.
• Assist the Support team by taking support escalations and providing occasional support.
• Available for on-call duty to address important customer issues during non-operational hours.
• Establish communication channels between gold/platinum customers and Zscaler's product management and engineering teams.

What Will Make You Stand Out (Preferred Qualifications)

• 5 years of account management experience, including pre- and post-sales responsibilities.
• Experience implementing/supporting web and email security solutions.
• Minimum and Preferred Qualifications- Bachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications.
• Proficiency in high-tech networking, information security, and application networking, with a focus on communication and engagement with prospects.
• In-depth understanding of enterprise networks and infrastructure, including TCP/IP stack and protocol workflow.
• Knowledge of basic protocols such as HTTP, DNS, TCP/IP, UDP, SSL/TLS, ICMP, FTP, and experience with packet captures.
• Hands-on experience with network troubleshooting tools like Wireshark, WinMTR, and Fiddler.
• Additional advantages include experience with L2/L3 protocols and devices, advanced security concepts (IPS/IDS/DLP), and authentication protocols (SAML/LDAP).
• Troubleshoot and customer management skills, with proficiency in Microsoft Active Directory.
• Basic shell scripting/programming experience (bash, Perl) and familiarity with SQL.
• Understanding of multiple routing and switching architectures (Cisco, Juniper).

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