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Technical Account Manager

4.00 to 5.00 Years   Chandigarh   17 Dec, 2020
Zscaler, Inc
Job LocationChandigarh
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaIT Operations / EDP / MIS
EmploymentTypeFull-time

Job Description

  • 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 channel 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/Your Background:
  • 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 infrastructure.
  • Strong Troubleshooting and customer management skills are a must.
  • 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.
,

Keyskills :
project managementaccount managementdeliveryproduct managementslaopen sourceemail securityshell scriptingemail solutionsactive directoryproduct trainingtechnical supportmanagement skills

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