Technical Account Manager

hace 2 semanas


San José, San José, Costa Rica Zscaler A tiempo completo

Company Description

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**Job Description**:
**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**:
**Qualifications/Your Background**:

- 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

All your information will be kept confidential according to EEO guidelines.
LI-JG3

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


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