Senior Manager, Product Support

Zscaler is a cloud security company that provides a Zero Trust Exchange platform to protect customers from cyberattacks and data loss. The Senior Manager, Product Support will lead a technical support team, resolve complex product issues and escalations, and drive support process improvements, training, customer satisfaction, and operational efficiency.

Responsibilities:

• 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

Requirements:

• 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)
• 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