Senior Technical Account Manager

Zscaler; Canada; Remote; CAD 100,000 - 125,000; Full time

Job summary

An innovative firm is seeking a Senior Technical Account Manager to join their Customer Success team. This role involves managing customer relationships, resolving technical issues, and providing expert support for Zscaler products. The ideal candidate will have a strong background in account management and technical support, with a focus on web and email security solutions. You will engage with customers as a trusted advisor, ensuring they achieve their goals with the technology. If you are passionate about customer success and technology, this is an exciting opportunity to make a significant impact in a dynamic environment.

Qualifications

• 5+ years of account management experience with web and email security solutions.
• Proficiency in networking, information security, and application networking.

Responsibilities

• Manage resolution of technical service issues related to Zscaler products.
• Provide on-site and virtual product training to Premium Support customers.

Skills

Account Management

Communication Skills

Network Troubleshooting

Information Security

Technical Support

Education

Bachelor of Science in Computer Science/Engineering

Advanced Industry Certifications

Tools

Wireshark

WinMTR

Fiddler

Job description

At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying solutions. We use valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and use our technology to its fullest potential. Together, we create a customer-centric culture that fosters success, adoption, and growth.

We're looking for a Senior Technical Account Manager (Sr. TAM) to join our Customer Success team to manage resolution of customers' technical service and infrastructure issues related to Zscaler products. This hire will be remote from Vancouver, British Columbia. Reporting to the Manager of Customer Success, 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 manage the Premium Support relationship.
• Work with the Field Sales Team to ensure that Zscaler products and services are deployed in a manageable and supportable way. Engage our customers and partners as trusted advisors. Handle 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 internal teams. 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)

• Residence in the Vancouver, British Columbia area.
• 5 years of account management experience, including pre- and post-sales responsibilities. Experience implementing/supporting web and email security solutions.
• 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. Hands-on experience with network troubleshooting tools like Wireshark, WinMTR, and Fiddler.

What Will Make You Stand Out (Preferred Qualifications)

• Knowledge of basic protocols such as HTTP, DNS, TCP/IP, UDP, SSL/TLS, ICMP, FTP, and experience with packet captures.
• Additional advantages include experience with L2/L3 protocols and devices, advanced security concepts (IPS/IDS/DLP), and authentication protocols (SAML/LDAP).
• Basic shell scripting/programming experience (bash, Perl) and familiarity with SQL. Understanding of multiple routing and switching architectures (Cisco, Juniper).