Senior Manager, Product Support - Pubsec - Remote

Overview

Zscaler is seeking an experienced Senior Manager to lead their Customer Support organization, overseeing complex technical customer issues related to Zscaler products.

In Short

• Lead and scale the Customer Support Engineers team.
• Drive strategic organizational initiatives and ensure operational excellence.
• Contribute to the development of technical documentation.
• Provide training across individual functions within the team.
• Manage customer escalations and concerns effectively.
• Implement process improvements for operational efficiency.
• Build high-performance teams through recruiting and performance management.
• Collaborate cross-functionally with internal business units.
• Focus on improving customer satisfaction metrics.
• Ensure compliance with U.S. citizenship requirements for the role.

Requirements

• 10+ years in customer-facing technical support roles.
• 7+ years in direct leadership roles overseeing technical/support teams.
• Familiarity with troubleshooting methodologies and networking/cybersecurity concepts.
• Expertise in improving customer satisfaction metrics.
• Bachelor's degree in Computer Science or related field.

Benefits

• Various health plans.
• Vacation and sick time off plans.
• Parental leave options.
• Retirement options.
• Education reimbursement.