Senior Technical Success Manager

About Zscaler

Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise , we are constantly pushing the envelope, leveraging the world's largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

Here, impact in your role matters more than title and trust is built on results. We say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive, honest debate -we're focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession , collaboration, ownership, and accountability.

We value high-impact, high-accountability with a sense of urgency where you're enabled to do your best work and embrace your potential. If you're driven by purpose, thrive on solving complex challenges, and want to be part of the team that's helping to secure the AI age, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity.

Role

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.

What you'll do (Role Expectations)

• 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.

Who You Are (Success Profile)

• You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful.

• You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. You adapt to what's needed, navigating seamlessly between high-level strategy and hands-on execution.

• You are a problem-solver. You seek out challenges because you are energized by finding solutions, knowing that solving the hard problems delivers the biggest impact.

• You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback-knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust.

• You are a learner. You have a true growth mindset and never stop developing yourself, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose.

What We're Looking for (Minimum Qualifications)

• 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.

What Will Make You Stand Out (Preferred Qualifications)

• 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.

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Zscaler's salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.

The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits.

Base Pay Range

$140,000-$200,000 USD

At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

• Various health plans

• Time off plans for vacation and sick time

• Parental leave options

• Retirement options

• Education reimbursement

• In-office perks, and more!

Learn more about Zscaler's hybrid working model and benefits here ( .

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal ( link.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.