Senior Manager, Product Support

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), alongside strong leadership, communication skills, troubleshooting methodologies, and networking/cybersecurity concepts (e.g., SSL/TLS, HTTP, DNS, Firewall)

What Will Make You Stand Out (Preferred Qualifications)

• 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

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