Manager, Customer Support - Costa Rica

Our Customer Success Strategy & Operations team uses valuable data and market research to help our customers succeed and drive 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 integral part of 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, Customer Support to join our Customer Service team, reporting to the Senior Director of Customer Support. This is a hybrid role where you'll work evening hours PDT in our San Jose, CA office.

Responsibilities:

• Engage with customers on escalated support issues or critical customer situations
• Ensure your teams are trained on process + product, including training programs and certifications
• Manage shift, and ensures all shift are filled, PTO managed

What We're Looking for (Minimum Qualifications)

• 3 + years support manager experience and 5 years' experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products
• Network troubleshooting experience - Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analysers such as tcpdump, Wireshark
• Networking Security Experience - SSL/TLS, HTTP, DNS, Firewall, IDS/IPS, VPN technologies such as IPSec and VPN clients
• Experience with operating systems such as Linux, Unix and Free BSD
• Working knowledge of Apache and IIS Web Server administration

What Will Make You Stand Out (Preferred Qualifications)

• Bachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications.
• Authentication systems such as LDAP, MS AD
• Scripting knowledge (SHELL, Python, Perl)

#LI-Hybrid

#LI-BH1

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 Diversity, Equity, Inclusion, and Belonging, 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:

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!

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Last updated on Aug 23, 2024