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Salary: USD 172,000 - 215,000 / annual
Zscaler is seeking a Senior Manager, Product Support to lead a technical support team within the Federal and Public Sector Customer Services department. This remote role reports to the Director of Product Support and is central to Zscaler's customer success mission.
In this position, you will lead a team of senior support engineers responsible for resolving complex technical issues related to Zscaler's Zero Trust Exchange platform and other products. You will manage and resolve case and account-level escalations, working collaboratively with support team members and cross-functional stakeholders to address customer concerns and drive resolution. A key part of your mandate is to own and drive support process improvements, develop training programs, and implement initiatives that enhance operational efficiency and customer satisfaction.
You are expected to be a skilled leader with a genuine passion for developing technical talent and fostering a high-performance team environment. You possess exceptional communication and interpersonal skills, with the ability to manage customer escalations and stakeholder relationships with empathy and clarity. You are data-driven, consistently focused on improving customer satisfaction metrics (CSAT, NPS) and optimizing operational efficiency (TTR, Escalation Rate). You thrive on resolving complex technical challenges and meticulously drive solutions for critical customer issues. You are proactive in identifying opportunities to enhance support processes and training programs to deliver maximum impact.
Zscaler's Zero Trust Exchange platform is a SASE-based cloud security solution distributed across 160+ public exchanges globally. The company is pioneering security transformation in the AI era, with a focus on building an AI-native enterprise where human potential is amplified by machine intelligence.
REQUIREMENTS:
- U.S. citizenship required due to the nature of customers assigned to this role
- Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent industry experience
- 7+ years of experience in technical support or related field, including at least 3 years of management experience
- Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions
- Expertise in improving customer satisfaction (CSAT, NPS) and driving operational metrics (TTR, Escalation Rate)
- Strong leadership, communication skills, troubleshooting methodologies, and networking/cybersecurity concepts (SSL/TLS, HTTP, DNS, Firewall)
PREFERRED QUALIFICATIONS:
- Comfort navigating dynamic environments and building paths through ambiguity
- Demonstrated ownership mindset and dynamic range, balancing high-level strategy with hands-on execution
- Collaborative, high-trust problem-solver and continuous learner dedicated to receiving feedback and empowering the team
