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Zscaler is seeking an experienced Manager of Technical Support Engineering to join the Customer Success Strategy & Operations team in Tokyo, reporting to the Director of Customer Services. This is a hybrid role focused on leading and developing a technical support team while driving operational excellence and customer success.
Key Responsibilities:
- Establish operational goals, work plans, and delegate assignments to your team of up to 15 members
- Coach, mentor, and support the Product Support team while contributing to customer pursuits and technical leadership
- Collaborate with Support, Engineering, Operations, and Sales teams to solve customer challenges
- Partner with Customer Success Managers to support project and engagement plans
- Provide technical leadership during major incidents and resolve complex technical issues
- Facilitate smooth transitions during organizational changes to promote team adoption
About the Role:
You'll be an integral part of the Customer Success Strategy & Operations team, which uses data and market research to help customers succeed and drive value. The team identifies solutions through competitor and industry trend analysis, providing strategic insights for decision-making. Zscaler's Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications globally.
What We're Looking For:
You thrive in ambiguity and are comfortable building solutions in dynamic environments. You act as an owner with a bias for action, operating with integrity and genuine care for outcomes. You're a problem-solver who runs toward challenges with laser focus on solutions. You're a high-trust collaborator, ambitious for your team, embracing candid feedback as the foundation of teamwork. You have a true growth mindset and are obsessed with your own development.
Requirements:
- Minimum 5+ years of experience managing teams of up to 15 members
- University degree in IT or related field
- Detailed working knowledge of web-based security and network infrastructure, including Security Proxies (NGFW), SSL/IPSec VPNs, and Firewalls
- Customer management skills during and post-incident response
Preferred Qualifications:
- Vendor certifications: CISSP, CCIE, CCNP, JNCIE, or MCSE
