Technical Success Manager

Zscaler; Maharashtra; Hybrid; INR 300,000 - 500,000; Full time

Benefits offered by this job

Health plans

Time off plans

Parental leave options

Retirement options

Education reimbursement

In-office perks

Job summary

Zscaler, Pune-based hybrid role, seeks an experienced Technical Success Manager to drive customer success and ensure customers leverage our AI-driven security platform to its fullest potential. You will engage with cross-functional teams, review progress, and provide strategic guidance during implementation and beyond.

Ideal candidates have AI/ML familiarity, strong networking knowledge, and a track record of managing enterprise deployments for cloud security.

Qualifications

• Foundational understanding of AI/ML technologies and experience leveraging AI-driven solutions.
• 5+ years in customer-facing roles with technical and account-management experience.
• Experience with product feature implementations and best-practice adoption.
• Troubleshooting network issues using Ping, Traceroute, and MTR on Linux/Unix/FreeBSD.
• Solid understanding of core networking protocols (HTTP, SMTP, FTP, DNS).

Responsibilities

• Understand customer goals and align with Zscaler solutions to drive satisfaction.
• Build relationships, conduct reviews, and identify growth opportunities.
• Anticipate challenges, provide proactive recommendations, and mitigate risks.
• Understand all Zscaler products and contribute to knowledge bases and best practices.
• Collaborate with Sales, Support, and Product to deliver a seamless customer experience.

Skills

AI/ML basics

Customer-facing

Product feature implementations

Networking troubleshooting

Networking protocols (HTTP, SMTP, FTP,

Tools

Ping/Traceroute/MTR

Job description

Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 160+ public exchanges globally and thousands of private exchanges at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform.

We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler.

Role

We are looking for an experienced Technical Success Manager (TSM) to join our team. This is a hybrid role based in Pune, reporting to the Manager, Technical Success Management in the Customer Success department. At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions. We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential.

What You’ll Do (Role Expectations)

• Understand customer goals, challenges, and technical needs to align with Zscaler solutions and drive satisfaction
• Build relationships with stakeholders, conduct reviews, and identify growth opportunities
• Anticipate challenges, provide proactive recommendations, and mitigate risks
• Understand all Zscaler products and services and contribute to best practices for implementing Zscaler products in both internal and customer-facing Knowledge Bases
• Collaborate with cross-functional teams, including Sales, Support, and Product, to deliver a seamless customer experience

Who You Are (Success Profile)

• You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful.
• You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. True ownership involves leveraging dynamic range: the ability to navigate seamlessly between high-level strategy and hands-on execution.
• You are a problem-solver. You love running towards the challenges because you are laser-focused on finding the solution, knowing that solving the hard problems delivers the biggest impact.
• You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust.
• You are a learner. You have a true growth mindset and are obsessed with your own development, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose.

What We’re Looking For (Minimum Qualifications)

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
• 5+ years of experience in customer-facing roles with a blend of technical expertise and account management
• Demonstrated experience with product feature implementations and best-practice adoption
• Experience troubleshooting network issues utilizing tools such as Ping, Traceroute, and MTR across Linux, Unix, or FreeBSD operating systems
• Solid comprehension of core networking protocols including HTTP, SMTP, FTP, and DNS

What Will Make You Stand Out (Preferred Qualifications)

• Experience utilizing AI-powered customer success platforms or AIOps tools to analyze support sentiment, automate risk detection, and deliver predictive optimization recommendations
• Experience running discovery discussions, creating high- and low-level designs, and managing large-scale enterprise deployments or migrations for cloud security technologies like SASE, SSE, and ZTNA
• In-depth understanding of enterprise infrastructure, open-source system administration, and authentication protocols such as SAML, LDAP, and OAuth

At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

Benefits

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!

Learn more about Zscaler's hybrid working model and benefits here.

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.