Senior Manager, Product Support

Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange™️ platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 160+ public exchanges globally and thousands of private exchanges at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform.

We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler.

• Lead a technical support team of senior engineers, ensuring the resolution of complex technical issues related to Zscaler products
• Manage and resolve case and account-level escalations, working with the support team and other stakeholders to address customer concerns and resolve support issues
• Own and drive support process improvements, training programs, and initiatives resulting in operational efficiency

• You are a skilled leader with a passion for developing technical talent and fostering a high-performance team environment.
• You possess exceptional communication and interpersonal skills, adept at managing customer escalations and stakeholder relationships with empathy and clarity.
• You are data-driven, consistently focused on improving customer satisfaction (CSAT, NPS) and optimizing operational efficiency (TTR, Escalation Rate).
• You thrive on resolving complex technical challenges, meticulously driving solutions for critical customer issues.
• You are a proactive contributor, always looking for opportunities to enhance support processes and training programs to deliver maximum impact.

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
• U.S. citizenship required for this position due to the nature of the customers assigned to this role
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent industry experience
• 7+ years of experience in technical support or a related field, including at least 3 years of management experience
• Expertise in improving customer satisfaction (CSAT, NPS) and driving operational metrics (TTR, Escalation Rate), alongside strong leadership, communication skills, troubleshooting methodologies, and networking/cybersecurity concepts (e.g., SSL/TLS, HTTP, DNS, Firewall)

• Proven ability to leverage AI technologies and workflows to drive measurable operational efficiency
• Comfort navigating dynamic environments and building paths through ambiguity to create meaningful outcomes
• Demonstrated ownership mindset and dynamic range, seamlessly balancing high-level strategy with hands-on execution and high integrity
• Collaborative, high-trust problem-solver and continuous learner dedicated to receiving feedback, empowering the team, and solving complex challenges with purpose

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:

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.