Technical Account Manager - Costa Rica - job 1 of 2

As a Technical Account Manager at Zscaler, your primary responsibilities will include assisting customers with technical service and infrastructure issues, managing escalations, ensuring effective deployment of Zscaler products, and providing training and support to Premium Support customers. You'll also collaborate with internal teams to maintain communication and monitor customer environments.

To qualify for the Technical Account Manager position at Zscaler, candidates should have at least 5 years of account management experience with a focus on pre- and post-sales responsibilities. A Bachelor's degree in Computer Science or Engineering is preferred, along with strong networking and security knowledge. Experience with web and email security solutions is essential.

Zscaler promotes a customer-centric culture, emphasizing collaboration and support within its Customer Success Organization. Technical Account Managers are provided with valuable data and resources to deliver high-impact experiences and solutions, with an aim to ensure customer satisfaction and optimal use of Zscaler products.

Key skills for a Technical Account Manager at Zscaler include deep knowledge of networking and information security, strong communication abilities, problem-solving skills, and hands-on experience with troubleshooting tools. Additionally, familiarity with enterprise networks and an understanding of basic networking protocols will greatly benefit the role.

At Zscaler, the career growth for a Technical Account Manager can be quite promising. With dedication and success in your role, you can take on leadership positions within the Customer Success team, explore specialized roles in product management or technical consulting, or even transition into broader technical or managerial roles within the organization.

Highlight your previous account management or technical support roles. Discuss specific examples where you implemented security solutions or assisted customers with technical issues, emphasizing your problem-solving and customer engagement skills.

Demonstrate your technique for managing escalations by detailing your approach to identifying the issue, engaging the right internal resources, communicating with the customer, and following up until resolution. Use an example from your experience if possible to illustrate your process.

Express your commitment to communication, responsiveness, and proactive engagement. Share specific strategies you have in place, such as regular updates, feedback collection, and training sessions that have helped enhance customer experiences.

Discuss the various protocols you are familiar with, such as TCP/IP, HTTP, and DNS. Provide examples of how you've applied this knowledge in previous roles and how it relates to supporting Zscaler products.

Share your collaborative approach to supporting the sales team through understanding customer requirements, providing feedback on product deployment, and ensuring a seamless transition from sales to implementation.

Detail your methods for staying updated, such as subscribing to industry newsletters, participating in webinars, joining professional organizations, or taking relevant courses to continuously enhance your knowledge.

Explain your prioritization techniques, focusing on assessing urgency, impact, and customer needs, along with your use of management tools or frameworks to help stay organized.

Describe how you would first listen to understand the customer’s concerns, empathize with their situation, and then work collaboratively to find a resolution, whether through training, technical adjustments, or other support.

Choose a project that showcases your skills in project management, technical problem-solving, and ensuring customer success. Discuss the challenges faced, how you overcame them, the outcome, and the impact on the customer.

Discuss your passion for technology and cybersecurity, your admiration for Zscaler’s mission of securing the cloud, and how you believe your skills resonate with the company’s focus on customer success and innovation.