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 so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform 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 that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler. 

Position: Technical Account Manager - EMEA

Location: Pune, India

The Technical Account Manager - EMEA will report to the Manager, Technical Account Managers.  You will provide world-class post-sales engineering and professional services support to enterprises and service providers.  You will interact with customers using a variety of mediums (phone, email, on-site) in a professional and efficient manner. 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 a key technology partner within the account.  The TAM will work closely 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 his/her accounts. As the Zscaler platform integrates with many aspects of the Internet and customer infrastructure, a thorough understanding of Internet protocols and networking beyond HTTP and SMTP is required.

The mission of Zscaler's Customer Success department is to transform the way our customers work, to lead them through their digital transformation, and support their business outcomes. Improve Experience for our customers, and their users, to get the best user experience while maximizing security in a global environment. Through world-class technical engagement, and ensuring our customers get the best out of the technology.
Engagement, a partner with our customers and partners, be their trusted advisors and turn them into raving fans of Zscaler

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.
  • Manage implementation and consulting projects, where you would be expected to plan, schedule and implement 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-impacting issues during non-operational hours.
  • Create and facilitate communication channels 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 ongoing 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

  • 4-5 years of account management experience (either pre- or post-sales)
  • Experience in implementing/ supporting web security and email security solutions.
  • Experience in 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 infrastructur
  • Fundamental understanding of application networking.
  • Adept in TCP/IP stack and practical knowledge of the protocol workflow
  • Understanding of basic protocols like : HTTP, DNS, TCP, UDP, SSL/TLS, ICMP, FTP
  • Hands-on experience in working with network troubleshooting tools like Wireshark, WinMTR, Fiddler, etc
  • Added advantages : experience in l2/l3 protocols and devices, advanced security concepts like IPS/IDS/DLP, authentication protocols like SAML/LDAP.
  • Strong Troubleshooting and customer management skills is a must.
  • An 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.

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 proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. All qualified applicants will receive consideration 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 characteristics 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. For additional information about the federal requirements, click here.

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.

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