Manager, Product Support - Federal (Bay Area required, hybrid)

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

** US Citizen Required**
**Previous US Government/DOD/SLED/Public Sector experience and support delivery preferred**

The Manager, Zscaler Federal Support provides leadership and direction to a team of talented Federal support engineers providing reactive support across multiple Zscaler Cloud environments.  This highly visible role will bring strong client support experience and technical strength related to security practices to continue building our reputation as the leading provider of technology solutions to our market. 

In this role, you will handle a broad range of responsibilities within technical support delivery, including team management and performance assessment. Additionally, you will work closely with services, cloud operations, engineering and sales to ensure Zscaler product support is delivered in a timely manner and help achieve the business objectives for our customers. To be successful in this role, you will need to possess a positive, engaging and goal-oriented management style and must be comfortable working with cross functional teams.

 Key Responsibilities:

• Responsible for taking an active and entrepreneurial approach to sustaining and evolving Zscaler’s Federal/SLED support processes and offerings  with customer success as the goal
• Manage and develop technical support teams, including recruiting, hiring, professional development, and global project engagement
• Set goals and initiatives for the team and manage performance and productivity to achieve SLAs for customer interactions
• Build Infrastructure and knowledge base to enhance support delivery and expand team efficacy and expertise with focus on rapid issue resolution
• Influence cross-functional business units to drive operational excellence and customer satisfaction  
• Manage clear escalation paths, including resource alignment and communication protocol 
• Maintain a positive environment that encourages employee participation, promotes individual growth and development and minimizes turnover
• Embrace Teamwork, Open Communication, Passion, Innovation, and Customer Obsession in execution of successful support delivery

Qualifications

• 7+ years of experience managing technical support teams across multiple regions for Federal/SLED customers
• Experience developing and managing remote support resources and  24/7 US based support operations
• A roll-up sleeves approach to the design, development, implementation and measurement of Support Services
• Strong interpersonal skills and a collaborative nature
• A proven track record of performance, achieving/overachieving against goals
• Demonstrated good verbal, presentation and written skills; the ability to speak to groups and lead or facilitate technical workshops.
• Direct experience in a customer service or technical support environment for a technology-oriented company is highly preferred.
• Experience in the SaaS Security domain preferred;  knowledge of cloud delivery,  and other emerging XaaS technologies
• Intense curiosity, passion to learn. Willingness and ability to apply new technology skills to assist, coach and grow the team

Additional Information

The base salary range for this full-time position is $170,000 to $190,000 + bonus + equity + benefits.

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-rel