Senior Manager, Customer Support

About Zscaler

Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) 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. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. 

Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler. 

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.

Job Description

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.

• You will lead a technical support team of senior engineers, ensuring the resolution of complex technical issues related to Zscaler products.
• You will Manage and resolve case and account level escalations, working with the support team and other stakeholders to address customer concerns and resolve support issues.
• You will Contribute feedback to support process improvements, training programs and initiatives to drive operational efficiency.

What We’re Looking for (Minimum Qualifications) 

• Bachelor's degree in Computer Science, Information Technology or a related field; or equivalent industry experience.
• At least 7 years of experience in technical support or a related field, and at least 3 years of management experience
• Expertise in improving customer satisfaction (CSAT and NPS) and driving operational metrics (TTR, Escalation Rate, etc), with excellent leadership, communication, and interpersonal skills
• Familiarity with troubleshooting methodologies and networking/cybersecurity concepts (ex:SSL/TLS, HTTP, DNS, Firewall)

What Will Make You Stand Out (Preferred Qualifications)

• Industry certifications such as CCIE, CCNP, PCNSA, etc..
• Experience working with Salesforce and Tableau to drive team performance
• Network troubleshooting experience - Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analysers such as tcpdump, Wireshark

#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 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!

Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.

The base salary range listed for this full-time position excludes commission/ bonus/ equity (if