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Technical Account Manager ( EMEA )


Source:
TIMESJOBS.COM
Location:
Bengaluru, KA
Date:
07-11-2016
Job Code:
58218530
Categories:
  • IT
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Job Details

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 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 Required Experience 4-5 years of account management experience (either pre- or post-sales) Experience in implementing/ supporting web security and email security solutions. Experience in the 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. Skills Strong Troubleshooting and customer management skills is 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.
Degree: M.Sc. (Science)

Additional Degree: BE/ B.Tech (Engineering) | B.Sc. (Science)

Experience: 4-5

Requirements

Channel Sales | Client Servicing | Corporate Sales | Relationship/Account Servicing
Applying for this job will take you to an external site

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