Senior Technical Success Manager

Zscaler • Kilgore, TX

5d • $143,500 - $205,000 • Remote

About The Position

We are looking for a Senior Technical Success Manager to join our team. This is a Remote (Central Region: Minnesota, Illinois, Wisconsin, or Ohio / Central or Eastern time zone) role, reporting to the Manager, Technical Success in the Customer Success department. In this role, you will drive deep product adoption and oversee technical strategy for top-tier customers, serving as a primary technical advisor to resolve intricate infrastructure challenges, provide expert implementation consulting, and ensure customer requirements directly inform ongoing product development.

Requirements

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
• Extensive experience in technical account management or customer success, with a focus on supporting web and email security solutions
• Bachelor’s degree in computer science or engineering, or equivalent professional industry certifications
• Expert-level knowledge of enterprise networks, infrastructure, advanced protocol workflows, and troubleshooting tools such as Wireshark, WinMTR, or Fiddler
• Demonstrated ability to communicate complex technical solutions clearly, influence customer leadership and engineers, and manage strategic projects end-to-end to drive customer value
• Willingness to travel up to 25%

Nice To Haves

• Advanced knowledge of core network protocols, packet capture analysis, L2/L3 devices, security concepts like IPS/IDS/DLP, and authentication protocols such as SAML and LDAP
• Proficiency in shell scripting and SQL combined with a strong understanding of Cisco or Juniper routing and switching architectures

Responsibilities

• Manage premium customer support relationships across multiple channels while maintaining elite standards for responsiveness and service quality
• Partner with Field Sales to drive successful adoption, and serve as a trusted advisor for web and email security implementation projects
• Act as the dedicated liaison for Premium Support customers, managing escalations and providing critical cloud update notifications to ensure optimal availability
• Deliver high-impact on-site and virtual product training to empower customers with the latest security technologies
• Monitor customer environments to provide proactive recommendations and translate field insights into product requirements for the Product Management team

Benefits

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Senior