Technical Account Manager

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. 

As a Technical Account Manager (TAM), your responsibility is to lead technical post-sales activities for top named accounts, be the customer's contact for technical post-sales matters, and accelerate product adoption. Your focus will be to help the customer by implementing, and adopting Zscaler's solutions. For large accounts, you will work with Zscaler Customer Success Managers (CSM) to accelerate product adoption while ensuring customer business and technical challenges can be addressed.

As you grow in this role, you will build the skills you need to build a successful career within a high growth organization.

You will work remotely from Germany and report to the Manager, Technical Account Management in Germany.

Responsibilities:

• Team Player – Collaborate with Zscaler teams (Professional Services, Customer Success Account Managers, Customer Success Engineers, Account Managers, Sales Engineers) to lead successful adoption of Zscaler products and services.
• Technical Expertise – Provide technical insight and leading practices for implementing Zscaler's solutions to solve complex customer problems. This expertise will be applied to solve high impact problems for customers.
• Product Expertise & Strategy – Provide customers with technical guidance for new solution capabilities, migrations, integrations, and expansions. Work directly with customers to develop customized technical strategies to meet their desired outcomes.
• Consumption and Delivery Execution – Create adoption plans and influence the acceleration of production level usage across solution areas.
• Risk Management – Identify technical risks to the customer's adoption strategy and help develop risk mitigation plans.
• Customer Experience – Provide technical expertise during customer escalations and help coordinate resolution efforts with important partners (internal and external) by working to ensure issue ownership, action items, and communications are fulfilled.
• Customer Enablement – Provide informal/tailored technical and Zscaler product workshops to customers to further create both adoption and integration of Zscaler solutions.
• Knowledge Builder – Participate in the creation, updating, and sharing of intellectual capital (training, knowledge base articles, best practice guides, playbooks, runbooks, etc.) to help make the Customer Success team better, stronger, and faster

What We're Looking for (Minimum Qualifications)

• 3+ years experience in a customer-facing role, such as Technical Account Management, Professional Services, Solutions Engineering, or Advanced Technical Support.
• 2+ years of fundamental knowledge of two or more of the following technologies:○ Cloud Services Architectures & Solutions○ Web-based Security, Networking, & Infrastructure Solutions
• A background in Internet and Security technologies such as SWG, Sandboxing, Firewalls, DLP, VPNs, CASB.
• A background in network transformation technologies such as MPLS, SD-WAN, or WAN Optimization.
• A background in troubleshooting network & performance issues, and familiarity with the necessary tools to troubleshoot these issues (Ping, Traceroute, MTR, wireshark, saml tracer)
• Spoken and written German language at near-native level and fluent English language skills
• Experience with standard web/security/networking protocols (HTTP/HTTPS, SSL/TLS, TCP/IP, UDP, etc.).

What Will Make You Stand Out (Preferred Qualifications)

• Bachelor's Degree in Engineering, Information Technology, Business or related field; or equivalent practical experience.
• Industry cyber security certifications, such as ISC2 CISSP, GIAC, etc.
• Industry cloud certifications from vendors such as AWS, Google, or Microsoft.
• Industry networking certifications, such as CompTIA Network+, CCIE, CCNP, JNCIE, or equivalent.
• Industry planning certifications, such as PMI PMP, PRINCE2, Prosci..

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At Zscaler, we believe that diversity drives innovation, productivity, and success. We are looking for individuals from all backgrounds and identities to join our team and contribute to our mission to make doing business seamless and secure. We are guided by these principles as we create a representative and impactful team, and a culture where everyone belongs. For more information on our commitments to Diversity, Equity, Inclusion, and Belonging, visit the Corporate Responsibility page of our website.

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!

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.