Our Customer Success Strategy & Operations team uses valuable data and market research to help our customers succeed and lead value. Our teams collaborate to identify solutions using competitor and industry trend analysis, providing valuable insights for strategic decision-making. We're responsible for facilitating smooth transitions during organisational change efforts that promote employee adoption. You'll be an important contributor to solving challenges faced by our client-facing teams to help make Zscaler more efficient in meeting our customers' needs.

We're looking for an experienced Senior Manager to join our Global Product Support team. Reporting to the Director, Product Support, you'll be responsible for:

• Leading a team: You will manage a team of product support specialists or engineers. This includes setting team goals, providing coaching, and ensuring the team's overall performance.
• Product support strategy: You will develop and implement strategies to provide support for our products.
• Customer escalation management: You will manage and resolve escalated customer issues and complaints.
• Technical expertise: You will understand our products and be able to provide technical guidance to both our teams and external customers.
• Metrics: You will analyse important support metrics such as response time, resolution time, and customer satisfaction.
• Customer advocacy: Provide feedback and insights to guide product improvements and enhancements. You will work with product management and engineering teams to prioritise customer needs and ensure their successful resolution.
• Quality assurance: You will ensure that the product support team maintains quality in their interactions with customers.

What We're Looking for (Minimum Qualifications)

• 8+ years support manager experience
• Escalation management experience
• People management experience including soft skills.
• Minimum 4 years' experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products
• Working knowledge of networking and security products and enterprise network infrastructure.

What Will Make You Stand Out (Preferred Qualifications)

• Networking Experience - VPN technologies such as IPSec and VPN clients (SSL/TLS, VPNs, Firewall, and IDS/IPS) Knowledge of protocols such as HTTP, SMTP, FTP, and DNS
• Authentication systems such as LDAP, MS AD
• Experience with operating systems such as Linux, Unix and Free BSD
• Network troubleshooting experience - Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analyzers such as tcpdump, Wireshark
• Working knowledge of Apache and IIS Web Server administration
• Scripting knowledge (SHELL, Python,) – not required,

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At Zscaler, we believe that diversity drives innovation, productivity, and success. We are looking for individuals from all backgrounds and identities to join our team and contribute to our mission to make doing business seamless and secure. We are guided by these principles as we create a representative and impactful team, and a culture where everyone belongs. For more information on our commitments to DEIB, visit the Corporate Responsibility page of our website.

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:

• Multiple health plans
• A flexible time off policy
• Hybrid Working Model
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!