Technical Account Manager

1 week ago

Wellington City, New Zealand Zscaler Full time

Company Description

We work in a fast-paced, dynamic and make it happen culture. Our people are some of the brightest and passionate in the industry that thrives on being the first to solve problems. We are always looking to hire highly passionate, collaborative and humble people that want to make a difference.

**Job Description**:
**Position: Technical Account Manager**

**Location: Wellington, New Zealand**

**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.
- 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**:

- 4-5 years of account management experience (either pre
- or post-sales)
- 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

**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.

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

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