Manager Product Support

About Zscaler

Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. 

Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler. 

Our Engineering team built the world's largest cloud security platform from the ground up, and we keep building. With more than 100 patents and big plans for enhancing services and increasing our global footprint, the team has made us and our multitenant architecture today's cloud security leader, with more than 15 million users in 185 countries. Bring your vision and passion to our team of cloud architects, software engineers, security experts, and more who are helping organizations worldwide to harness speed and agility with a cloud-first strategy.

You will be reporting to Director, Customer Support.

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What We're Looking for

• Lead a team of product support specialists or engineers, setting goals, providing guidance, and ensuring performance.
• Develop and implement strategies to improve product support, including establishing processes and resolving customer issues efficiently.
• Manage and resolve escalated customer issues and complaints, collaborating with other departments to ensure customer satisfaction.
• Provide technical expertise to our teams and external customers, staying updated on product features and delivering training to support specialists.
• Track and analyze support metrics such as response time, resolution time, and customer satisfaction.
• Collaborate with cross-functional teams (product management, engineering, sales) to ensure alignment.
• Identify opportunities to enhance the product support process and tools, implementing best practices, evaluating new technologies, and driving efficiency.
• What will Make You Stand Out:

• 5+ years support / escalation management and people management experience
• Bachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications.
• Working knowledge of networking and security products and enterprise network infrastructure.
• Networking Experience - VPN technologies such as IPSec and VPN clients
• Network Security (SSL/TLS, VPNs, Firewall, and IDS/IPS)
• Authentication systems such as LDAP, MS AD
• Knowledge of protocols such as HTTP, SMTP, FTP, and DNS
• Scripting knowledge (SHELL, Python) – not required

Our Benefits program includes

• Multiple health plans
• A flexible time off policy
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!

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 proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. All qualified applicants will receive consideration 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 characteristics 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. For additional information about the federal requirements, click here.

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.