Technical Account Manager - Federal at Zscaler

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Company Description
Zscaler (NASDAQ: ZS) accelerates digital transformation so that customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across more than 150 data centers globally, the SASE-based Zero Trust Exchange is the world's largest inline cloud security platform.
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 using a variety of medium (phone, email, on-site) in a professional and efficient manner. 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 a key technology partner within the account. The TAM will work closely 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 his/her accounts. As the Zscaler platform integrates with many aspects of the Internet and customer infrastructure, a thorough understanding of Internet protocols and networking beyond HTTP and SMTP is required.
Responsibilities/What You'll Do:
  • Manage, escalate, and drive satisfactory resolution of customers' technical support, 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 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-impacting issues during non-operational hours.
  • Create and facilitate communication channel between the gold/platinum customer and the product management and engineering teams in Zscaler.
  • Proactively update customers about cloud updates, upgrade and ensure necessary action to maintain availability and customer satisfaction.
  • Provide on-site and virtual product training to Premium Support customers.
  • Proactively develop and deliver notifications of new Zscaler products and technologies to Premium Support customers
  • Proactively monitor reporting information and policy configurations of Zscaler technologies at customer sites and make on-going recommendations
  • 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

Qualifications
Qualifications/Your Background:
  • 4-5 years of account management experience (either pre- or post-sales)
  • Experience in implementing/ supporting web security and email 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 Microsoft Active directory is required.
  • Practical understanding of open source system administration: Windows, Linux, FreeBSD is required.
  • Experience with FreeBSD and Linux is desired.
  • Practical understanding of Internet protocols: HTTP, SMTP, DNS, LDAP, and FTP 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.
#LI-BMZ
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

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 an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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Candidate Location Eligibility:
San Francisco, CA

Technology we use

  • Engineering
  • Sales & Marketing
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • PipedriveCRM
    • MarketoLead Gen

An Insider's view of Zscaler

What are some social events your company does?

Here at Zscaler, we know how to have fun! Many of us participate in events ranging from celebrating cultural events, Intern Expos, Family Fun Day, International Women's day, to organizational off-sites.

We are able to find ways to celebrate anything from annual Employee Work Anniversaries to being recognized as a Great Place to Work company!

Valerie

Talent Ops Specialist

What kinds of technical challenges do you and your team face?

One challenge my team faces is staying ahead in the ever-changing tech landscape. We’re tackling this by building a library of widgets, or carefully designed, reusable pieces of code, so we can keep our tech stack dynamic. The goal is to be able to plug these widgets into any of our products, reducing redundancy and keeping things loosely coupled.

Bettina

Software Engineer

What are Zscaler Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Diversity
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Pet Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Promote from within

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