Senior Technical Success Manager

Zscaler•Kilgore, TX

2d•$140,000 - $200,000•Remote

About The Position

We are looking for a Senior Technical Success Manager to join our Customer Success team. This is a remote role based in Minnesota, Illinois, Wisconsin, or Ohio, reporting to the Senior Manager, Technical Success. In this role, you will drive deep product adoption and oversee technical strategy for our top-tier customers. Serving as a primary technical advisor and liaison, you will lead the charge in resolving intricate infrastructure challenges and providing expert implementation consulting, ensuring customer requirements directly inform our ongoing product development.

Requirements

Extensive experience in account management with a focus on pre- and post-sales support for 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, and advanced protocol workflows.
Mastery of network troubleshooting tools including Wireshark, WinMTR, and Fiddler.
Demonstrated ability to communicate complex technical solutions clearly to diverse stakeholders and prospects.

Nice To Haves

Advanced knowledge of core protocols such as SSL/TLS, ICMP, and FTP with deep experience in packet capture analysis.
Expertise in L2/L3 devices, advanced 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 deployments 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 Zscaler technologies.
Monitor customer environments to provide proactive recommendations and translate field insights into product requirements for the Product Management team.