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.
Role
We are looking for a Senior Manager, Product Support to join our team. This is a Remote role, reporting to the Director of Product Support in the Federal and Public Sector Customer Services department. At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions. We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential. This role will lead a technical support team to resolve complex issues and manage escalations, contributing to process improvements that foster customer success, adoption, and continuous growth.
What you’ll do (Role Expectations)
- 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
Who You Are (Success Profile)
- 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.
What We’re Looking for (Minimum Qualifications)
- 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), a
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