Senior Manager, Customer Support

About Zscaler

Serving thousands of enterprise customers around the world including 45% 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, which is found in our SASE and SSE offerings, 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.

Position Overview

We are seeking an experienced Senior Manager to lead our Customer Support organization. In this role, you will lead and scale our team of Customer Support Engineers, overseeing the resolution of complex technical customer issues related to Zscaler products.

As the Senior Manager of Customer Support, you will drive strategic organizational initiatives, ensure operational excellence, contribute to the development of technical documentation, and provide training across individual functions within the team. This is a remote position within the United States. U.S. citizenship is required due to the nature of the customers assigned to this role.

Reporting to the Senior Director of Customer Support, your key responsibilities will include:

• Leading and scaling our team of Customer Support Engineers.
• Overseeing the resolution of complex technical customer issues related to Zscaler products.
• Driving strategic organizational initiatives.
• Ensuring operational excellence.
• Contributing to the development of technical documentation.
• Providing training across individual functions within the team.

Responsibilities

• Experience in developing high-performance teams through recruiting, performance management, and professional development.
• Proven performance in identifying and implementing process improvements, an innovative mindset along with a vision for scalable solutions.
• A demonstrated track record of successful cross-functional collaboration with internal business units and stakeholders.
• Expertise in managing customer escalations, concerns, and issues by leveraging appropriate internal and external resources.
• Ability to lead, participate in, or contribute to organizational projects, training programs, and initiatives focused at driving operational efficiency.

What We're Looking For (Minimum Qualifications)

• 10+ years of experience in customer-facing, technical support roles.
• 7+ years of experience in direct leadership roles overseeing technical/support teams.
• Proven track record in building strong teams through recruiting, performance management, and professional development.
• Familiarity with standard troubleshooting methodologies and networking/cybersecurity concepts (e.g., SSL/TLS, HTTP, DNS, Firewall).
• Expertise in improving customer satisfaction (CSAT and NPS), driving operational metrics/KPIs (SLA, TTR, TTC, Escalation Rate, etc.), coupled with excellent leadership, communication, strong Project Management expertise and interpersonal skills.
• Bachelor's degree in Computer Science, Information Technology, or a related field; or equivalent industry experience.

What Will Make You Stand Out (Preferred Qualifications)

• Industry certifications such as CCIE, CCNP, PCNSA and Knowledge of ITIL concepts (ITIL Certification is a bonus!).
• Experience in building and utilizing Salesforce and Tableau to drive team performance.
• Network troubleshooting experience, including familiarity with tools such as Ping, Traceroute, MTR, and network protocol analyzers like tcpdump and Wireshark.

Employment Type

• [Employment Type not specified]

Location Type

• Remote (United States)

Salary

• 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.

#LI-BH1 #LI-Remote