Senior Technical Account Manager (Sr. TAM)

Employment Type:

Location Type: Remote (Brazil)

About Zscaler

Serving thousands of enterprise customers around the world, including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation, enabling enterprises to be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform, featured in our SASE and SSE offerings, protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture, home to some of the brightest minds in the industry. If you thrive in a fast-paced, collaborative environment and are passionate about building and innovating for the greater good, come make your next move with Zscaler.

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

Position Overview

We are seeking a Senior Technical Account Manager (Sr. TAM) to join our Customer Success team. In this role, you will manage the resolution of customers' technical service and infrastructure issues related to Zscaler products. Reporting to the Manager of Customer Success, LATAM, you will be a key point of contact for our premium customers.

Responsibilities

• Customer Engagement:
  • Work with customers via various media (phone, email, on-site), adhering to the highest industry standards for responsiveness and service.
  • Manage the Premium Support relationship.
  • Engage customers and partners as trusted advisors.
  • Provide on-site and virtual product training to Premium Support customers.
  • Deliver notifications of new Zscaler products and technologies to Premium Support customers.
• Technical Support & Escalation:
  • Assist the Support team by taking support escalations and providing occasional support.
  • Be available for on-call duty to address critical customer issues during non-operational hours.
  • Handle implementation and consulting projects, scheduling Zscaler web and email solutions for customers.
  • Monitor reporting information and policy configurations at customer sites, offering ongoing recommendations.
• Collaboration & Feedback:
  • Work with the Field Sales Team to ensure Zscaler products and services are deployed in a manageable and supportable way.
  • 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 valuable product feedback to Zscaler Product Management based on customer requirements.

Minimum Qualifications

• 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.

Preferred Qualifications

• Knowledge of basic protocols such as HTTP, DNS, TCP/IP, UDP, SSL/TLS, ICMP, FTP.
• Experience with packet captures.

Salary

• Information not provided.