Senior Manager, Product Support

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $172k - $215k / year

⏰ Full Time

🟠 Senior

✅ Product Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Zscaler

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2008

🔒 Cybersecurity

☁️ SaaS

🏢 Enterprise

💰 Secondary Market on 2017-11

Cybersecurity • SaaS • Enterprise

Zscaler is a leading provider of cloud-based cybersecurity solutions, specializing in Zero Trust architecture. The company enhances security and connectivity for organizations by enabling seamless, secure access to applications and data across various environments, including the cloud, on-premises data centers, and IoT systems. With proven ROI and significant reductions in cybersecurity risks, Zscaler empowers enterprises to protect their digital resources while optimizing operational costs.

📋 Description

• Lead a technical support team of senior engineers resolving complex issues related to Zscaler products • Manage and resolve case- and account-level escalations with support teams and stakeholders • Drive support process improvements, training programs, and initiatives to improve operational efficiency • Improve customer satisfaction, including CSAT and NPS • Optimize operational metrics, including TTR and Escalation Rate • Resolve critical customer technical issues and drive solutions • Deliver expert, hands-on customer support from implementation onward to support adoption and customer success

🎯 Requirements

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain • U.S. citizenship required for this position • Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent industry experience • 7+ years of experience in technical support or a related field, including at least 3 years of management experience • Expertise in CSAT, NPS, TTR, Escalation Rate, leadership, communication, troubleshooting methodologies, networking, and cybersecurity concepts including SSL/TLS, HTTP, DNS, and Firewall • Skilled leadership and technical talent development • Exceptional communication and interpersonal skills for customer escalations and stakeholder relationships

🏖️ Benefits

• Various health plans • Time off plans for vacation and sick time • Parental leave options • Retirement options • Education reimbursement • In-office perks • Reasonable recruiting-process accommodations or adjustments, including for disabilities, long-term conditions, mental health conditions, sincerely held religious beliefs, neurodivergence, or pregnancy-related support