Provides Tier III support for complex security and network issues, coordinating with customers and product, engineering, and escalation teams to reproduce, troubleshoot, and resolve problems.
About this role
The Technical Success Manager is a post-sales contact in Zscaler’s Customer Success organization, guiding customers in adopting and expanding use of Zero Trust solutions while aligning their objectives with security outcomes. The role develops technical strategies for solution integration, advises customer stakeholders on product capabilities and best practices, and coordinates teams to resolve escalations. It uses customer data to identify adoption insights and account risks, plan mitigations, and create training and best-practice guides for the Customer Success team. Candidates need foundational AI/ML understanding and experience leveraging, securing, or positioning AI-driven solutions in their domain, plus 5+ years in a customer-facing role (solutions delivery, customer success management, technical account management, or sales engineering) focused on cloud service architectures, web-based security, networking, or infrastructure solutions. Strong technical acumen to connect business challenges with the portfolio and ability to analyze customer data are also required.
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