| Job Description: |
| Zscaler TAMs provide world-class post-sales engineering and support to our diverse customer base and MSP partners. Our TAMs are required to interact with customers using a variety of medium (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 have 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. |
| Responsibilities: |
- Manage, escalate, and drive satisfactory resolution of customers' technical
support, service and infrastructure issues based on Zscaler products and technologies
- 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 on-going 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
- Travel is required up to 30% of the time to customer premises, data centers,
etc.
|
| Required Experience/Skills: |
- 4-5 years in a customer facing role
- Experience in the high-tech industry
- Committed desire to provide customer satisfaction
- Strong written and verbal communication skills
- In-depth understanding of networking and infrastructure skills
- In-depth understanding of TCP/IP, including reading packet captures and
general diagnostics
- Practical understanding of open source system administration: Windows,
Linux, FreeBSD
- Practical understanding of Internet protocols: HTTP, SMTP, DNS, LDAP
and FTP
- Fluent in English
|
The Cloud Security Company™
