Technical Account Manager - EMEA
Zscaler
- Mohali, Punjab
- Permanent
- Full-time
Engagement, a partner with our customers and partners, be their trusted advisors and turn them into raving fans of ZscalerResponsibilities/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
- 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.