Senior Technical Account Manager

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Requirements:

• Residence in the Vancouver, British Columbia area.
• 5 years of account management experience, including pre- and post-sales responsibilities.
• Experience in implementing/supporting web and email security solutions.
• Bachelor of Science in Computer Science/Engineering or equivalent certifications.
• Proficiency in high-tech networking and information security.
• In-depth understanding of enterprise networks, TCP/IP, and hands-on experience with troubleshooting tools like Wireshark.
• Knowledge of basic protocols such as HTTP, DNS, TCP/IP, UDP, SSL/TLS, and packet captures.

Responsibilities:

• Work with customers using phone, email, and on-site communication.
• Manage the Premium Support relationship while ensuring high responsiveness.
• Collaborate with the Field Sales Team for proper deployment of Zscaler products.
• Handle implementation and support projects for customers.
• Assist the Support team with escalated issues and provide on-call support.
• Establish communication channels with gold/platinum customers and update them on cloud changes.
• Provide product training and notifications of new Zscaler technologies.
• Monitor and recommend improvements on customer configurations.