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Senior Technical Account Manager – Sled
| Company | Zscaler |
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| Location | Texas, USA |
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| Salary | $129500 – $185000 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Senior |
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Requirements
- 5 years of account management experience, including pre- and post-sales responsibilities.
- Experience implementing/supporting web and email security solutions.
- Bachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications.
- Proficiency in high-tech networking, information security, and application networking, with a focus on communication and engagement with prospects.
- In-depth understanding of enterprise networks and infrastructure, including TCP/IP stack and protocol workflow.
- Hands-on experience with network troubleshooting tools like Wireshark, WinMTR, and Fiddler.
Responsibilities
- Work with customers using a variety of media (phone, email, on-site).
- Manage the Premium Support relationship and ensure high standards for responsiveness and services provided.
- Work with the Field Sales Team to ensure that Zscaler products and services are deployed in a manageable and supportable way.
- Engage customers and partners as trusted advisors and handle implementation and consulting projects.
- Assist the Support team by taking support escalations and providing occasional support.
- Establish communication channels between gold/platinum customers and internal teams.
- Keep customers updated on cloud updates and upgrades, ensuring necessary actions for availability and satisfaction.
- Provide on-site and virtual product training to Premium Support customers.
- Deliver notifications of new Zscaler products and technologies to Premium Support customers.
- Monitor reporting information and policy configurations at customer sites, offering ongoing recommendations.
- Provide valuable product feedback to Zscaler Product Management based on customer requirements.
Preferred Qualifications
- Knowledge of basic protocols such as HTTP, DNS, TCP/IP, UDP, SSL/TLS, ICMP, FTP, and experience with packet captures.
- Experience with L2/L3 protocols and devices, advanced security concepts (IPS/IDS/DLP), and authentication protocols (SAML/LDAP).
- Basic shell scripting/programming experience (bash, Perl) and familiarity with SQL.
- Understanding of multiple routing and switching architectures (Cisco, Juniper).
