Senior Manager, Product Support

About Zscaler

Zscaler (NASDAQ: ZS) accelerates digital transformation so that customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange is the company’s cloud-native platform that protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. 

With more than 10 years of experience developing, operating, and scaling the cloud, Zscaler serves thousands of enterprise customers around the world, including 450 of the Forbes Global 2000 organizations. In addition to protecting customers from damaging threats, such as ransomware and data exfiltration, it helps them slash costs, reduce complexity, and improve the user experience by eliminating stacks of latency-creating gateway appliances. 

Zscaler 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. Zscaler’s purpose-built security platform puts a company’s defenses and controls where the connections occur—the internet—so that every connection is fast and secure, no matter how or where users connect or where their applications and workloads reside.

Overview:

As a Senior Product Support Manager, your primary responsibility will be to deliver exceptional post-sales technical support. This will involve managing a team of Support Engineers and directly assisting customers and partners with escalated issues as part of an escalation team.

In addition, you will play a crucial role in recruiting, hiring, retaining, and training support engineers, as this is an integral aspect of the position. Creating an environment that prioritizes customer satisfaction, continuous improvement, and innovation in the transformation of intricate customer networks will also be a key focus.

To ensure seamless operations, you will collaborate closely with other support managers in Bangalore and other locations, fostering effective teamwork and knowledge sharing.

Responsibilities:

• Leading a team: You will be responsible for managing and leading a team of product support specialists or engineers. This includes setting team goals, providing guidance and coaching, and ensuring the team's overall performance.
• Product support strategy: You will develop and implement strategies to provide effective support for the company's products. This includes identifying areas for improvement, establishing support processes and procedures, and ensuring efficient resolution of customer issues.
• Customer escalation management: You will be responsible for managing and resolving escalated customer issues and complaints. This may involve working closely with other departments such as product development or engineering to find solutions and ensure customer satisfaction.
• Technical expertise: You will have a deep understanding of the company's products and be able to provide technical guidance to both internal teams and external customers. This includes staying up-to-date with product updates and new features, and providing training to support specialists as needed.
• Metrics and reporting: You will be responsible for tracking and analyzing key support metrics such as response time, resolution time, and customer satisfaction.
• Collaboration with cross-functional teams: You will collaborate with other teams such as product management, engineering, and sales to ensure effective communication and alignment.
• Continuous improvement: You will continuously identify opportunities to improve the product support process, tools, and resources. This includes implementing best practices, evaluating new technologies, and driving efficiency and scalability in support operations.
• Customer advocacy: You will serve as the voice of the customer within the organization, providing feedback and insights to drive product improvements and enhancements. You will work closely with product management and engineering teams to prioritize customer needs and ensure their successful resolution.
• Quality assurance: You will ensure that the product support team maintains a high level of quality in their interactions with customers. This includes conducting regular performance evaluations, providing training and coaching, and implementing quality assurance processes to ensure consistent and excellent customer service.
• Stakeholder management: You will build and maintain relationships with key stakeholders, including customers, partners, and internal teams. This includes attending customer calls, providing updates on support activities, and collaborating on strategic initiatives.
• Overall, as a Senior Product Support Manager, your primary goal is to ensure that customers receive timely and effective support, and that the company's products meet their needs and expectations.

Requirements:

• 8+ years support manager experience
• Proven escalation management experience
• People management experience including strong soft skills
• Very strong verbal and written communication skills (English)
• 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  
• Working knowledge of networking and security products and enterprise network infrastructure.

Required knowledge and experience

• Networking Experience - VPN technologies such as IPSec and VPN clients
• Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
• Authentication systems such as LDAP, MS AD etc
• Knowledge of protocols such as HTTP, SMTP, FTP, 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 Analyzers such as tcpdump, Wireshark
• Knowledge of protocols such as HTTP, SMTP, FTP, DNS
• Working knowledge of Apache and IIS Web Server administration
• Scripting knowledge (SHELL, Python, Perl) – not required, a plus

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.