Manager- Product Support

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 organizational 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 Manager -Product Support to join our Customer Success 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 guidance, and ensuring the team's overall performance.
• Product support strategy: You will develop and implement strategies to provide support for our products. This includes identifying areas for improvement, establishing support processes, and ensuring efficient resolution of customer issues.
• Customer escalation management: You will manage and resolve escalated customer issues and complaints. You will work with other departments such as product development or engineering to find solutions and ensure customer satisfaction.
• Technical expertise: You will understand the our products and be able to provide technical guidance to both our teams and external customers. This includes staying up-to-date with product updates and new features.
• Metrics: You will track main support metrics such as response time, resolution time, and customer satisfaction.
• Collaboration with teams: You will collaborate with other teams such as product management, engineering, and sales to ensure communication and agreement.
• Continuous improvement: You will identify opportunities to improve the product support process and tools. This includes implementing best practices, evaluating new technologies, and driving efficiency and scalability in support operations.
• Customer advocacy: You will share the feedbacks and insights of the customers within the organisation, to lead 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. This includes conducting regular performance evaluations,training, and implementing quality assurance processes to ensure excellent customer service.
• Partner management: You will manage customers, partners, and our teams. This includes attending customer calls, providing updates on support activities, and collaborating on strategic programmes.

What We're Looking for (Minimum Qualifications)

• 5 + years support manager experience
• Escalation management experience
• People management experience including soft skills
• Bachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications.
• Minimum 3 years' experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products

What Will Make You Stand Out (Preferred Qualifications)

• Networking Experience - VPN technologies such as IPSec and VPN client, Security (SSL/TLS, VPNs, Firewall, and IDS/IPS)
• Authentication systems such as LDAP, MS AD
• Knowledge of protocols such as HTTP, SMTP, FTP, or DNS
• 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 Analysers such as tcpdump, Wireshark
• Working knowledge of Apache and IIS Web Server administration

#LI-Hybrid

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!

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Last updated on Aug 21, 2024