Technical Account Manager -APAC

Our Customer Success Strategy & Operations team uses valuable data and market research to help our customers succeed and lead value. Our teams collaborate to identify solutions using competitor and industry trend analysis, providing valuable insights for strategic decision-making. We're responsible for facilitating smooth transitions during organizational change efforts that promote employee adoption. You'll be an important contributor to solving challenges faced by our client-facing teams to help make Zscaler more efficient in meeting our customers' needs.

We're looking for an experienced TAM to join our Customer Success team. Reporting to the Manager, Technical Account Management. you will be responsible:

• You will provide world-class post-sales engineering and professional services support to enterprises and service providers.You will work with customers using a variety of media (phone, email, on-site). All TAMs are held to the highest industry standards for responsiveness and services provided.
• The TAM manages the Premium Support relationship and ensures that Zscaler is and continues to be considered an important technology partner within the account. The TAM will work with the Field Sales Team to ensure that all Zscaler products and services are deployed in a manageable and supportable way, and the customer gets the most out of their investment for the life of the contract.
• The TAM will work toward establishing an excellent working relationship with other members of the Zscaler Team that are active within your accounts. As the Zscaler platform integrates with many aspects of the Internet and customer infrastructure, a thoughtful understanding of Internet protocols and networking beyond HTTP and SMTP is required.
• Provide on-site and virtual product training to Premium Support customers.Develop and deliver notifications of new Zscaler products and technologies to Premium Support customers.Monitor reporting information and policy configurations of Zscaler technologies at customer sites and make ongoing recommendations
• Help develop best practices for implementing 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

What We're Looking for (Minimum Qualifications)

• 5 +years of account management experience (either pre- or post-sales). Manage satisfactory resolution of customers' technical support and infrastructure issues based on Zscaler products and technologies.
• Manage implementation and consulting projects, where you would plan Zscaler web and email solutions for customers or service providers. 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-affecting issues during non-operational hours.Create and facilitate communication channels between the gold/platinum customer and the product management and engineering teams in Zscaler.

What Will Make You Stand Out (Preferred Qualifications)

• Experience in implementing/ supporting web security and email security solutions and high-tech networking and information security industry.
• Troubleshoot and customer management skills. In-depth understanding of TCP/IP, including reading packet, captures and general diagnostics is required.
• Understanding of Microsoft Active directory is required. Experience with open-source system administration: Windows, Linux, FreeBSD is required. Handson FreeBSD and Linux, Internet protocols: HTTP, SMTP, DNS, LDAP, and FTP is required.

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