Manager, Product Support - EMEA

Company Description

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.

Job Description

Summary:
The Support Manager will provide world-class post-sales technical support, by managing a shift of level 1-3 support engineers and team leads, all part of a cohesive hive-team unit.

You will foster an environment that is focused on customer satisfaction, continuous improvement and innovation in the transformation of highly complex customer networks. This role with work closely with other support managers other locations.

Responsibilities:

Day to Day Duties

• Manages Technical Team, including 1-on-1’s, and retain top talent
• Leads escalation calls with customer
• Ensure teams are trained on process + product
• Ensure team follows process and corrects deficiencies
• Manages shift, and ensures all shift are filled, PTO managed

Team

• Manage technical support engineers
• Mentor and train support engineers on process and technical products
• Retain top talent
• Ensure training programs and certifications are completed
• Manage team shifts, ensure proper issue hand-offs

Escalations

• Engage with customers on escalated support issues or critical customer situations
• Send issues to proper level or get well team engaged

Technical

• Become a Zscaler cloud services expert through self-study, company training, and a desire to excel and become an expert
• Ensure the team becomes experts
• Leverage the team and resources for proper issue resolution

Administrative

• Maintain ticket database, logging issues and customer interactions
• Ensure support process is closely followed, work with team on corrections
• Ensure SLA’s are met

Details

• Limited travel – typically only for company training or meetings
• Hours – Weekday shift work, shift may vary, possible on-call
• Other duties or projects, as assigned

Qualifications

Requirements:

• 2+ 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.
• 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 Analysers 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

Additional Information

All your information will be kept confidential according to EEO guidelines.

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Why Zscaler?

People who excel at Zscaler are smart, motivated and share our values. Ask yourself: Do you want to team with the best talent in the ind