Manager, Product Support - Night Shift

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.

Responsibilities:

We're looking for an experienced Manager of Customer Support to join our Customer Service team, reporting to the Senior Manager of Support, Federal. This is a remote role with your team covering the hours between 5PM-5AM PT.

You will lead a technical support team of senior engineers, ensuring the resolution of complex technical issues related to Zscaler products.

• You will Manage and resolve case and account level escalations, working with the support team and other stakeholders to address customer concerns and resolve support issues.
• You will Contribute feedback to support process improvements, training programs and initiatives to drive operational efficiency.

What We're Looking for (Minimum Qualifications)

• U.S. citizenship is 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.
• At least 5 years of experience in technical support or a related field, and at least 2 years of management experience
• Expertise in improving customer satisfaction (CSAT and NPS) and driving operational metrics (TTR, Escalation Rate, etc), with excellent leadership, communication, and interpersonal skills
• Familiarity with troubleshooting methodologies and networking/cybersecurity concepts (ex:SSL/TLS, HTTP, DNS, Firewall)

What Will Make You Stand Out (Preferred Qualifications)

• Industry certifications such as CCIE, CCNP, PCNSA, etc..
• Experience working with Salesforce and Tableau to drive team performance
• Network troubleshooting experience - Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analysers such as tcpdump, Wireshark

Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.

The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits.

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.