Manager Product Support -EST/PST

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 Customer Success Strategy & Operations team uses valuable data and market research to help our customers succeed and lead value. Our teams collaborate to identify solutions using competitor and industry trend analysis, providing valuable insights for strategic decision-making. We're responsible for facilitating smooth transitions during organisational change efforts that promote employee adoption. You'll be an important contributor to solving challenges faced by our client-facing teams to help make Zscaler more efficient in meeting our customers' needs.

We're looking for an experienced Senior Manager to join our Global Product Support team. Reporting to the Director, Product Support, you'll be responsible for:

• Leading a team: You will manage a team of product support specialists or engineers. This includes setting team goals, providing coaching, and ensuring the team's overall performance.
• Product support strategy: You will develop and implement strategies to provide support for our products.
• Customer escalation management: You will manage and resolve escalated customer issues and complaints.
• Technical expertise: You will understand our products and be able to provide technical guidance to both our teams and external customers.
• Metrics: You will analyse important support metrics such as response time, resolution time, and customer satisfaction.
• Customer advocacy: Provide feedback and insights to guide product improvements and enhancements. You will work with product management and engineering teams to prioritise customer needs and ensure their successful resolution.
• Quality assurance: You will ensure that the product support team maintains quality in their interactions with customers.

• 8+ years support manager experience
• Escalation management experience
• People management experience including soft skills.
• Minimum 4 years' experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products
• Working knowledge of networking and security products and enterprise network infrastructure.

• Networking Experience - VPN technologies such as IPSec and VPN clients (SSL/TLS, VPNs, Firewall, and IDS/IPS) Knowledge of protocols such as HTTP, SMTP, FTP, and DNS
• Authentication systems such as LDAP, MS AD
• Experience with operating systems such as Linux, Unix and Free BSD
• Network troubleshooting experience - Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analyzers such as tcpdump, Wireshark
• Working knowledge of Apache and IIS Web Server administration
• Scripting knowledge (SHELL, Python,) – not required,

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At Zscaler, we believe that diversity drives innovation, productivity, and success. We are looking for individuals from all backgrounds and identities to join our team and contribute to our mission to make doing business seamless and secure. We are guided by these principles as we create a representative and impactful team, and a culture where everyone belongs. For more information on our commitments to DEIB, visit the Corporate Responsibility page of our website.

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:

• Multiple health plans
• A flexible time off policy
• Hybrid Working Model
• 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.