Job Description
Seeking an experienced Senior Manager to lead the Customer Support organization and scale the team of Customer Support Engineers, overseeing the resolution of complex technical customer issues related to Zscaler products. 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.
Reporting to the Senior Director of Customer Support, responsibilities include developing high-performance teams, identifying and implementing process improvements, collaborating cross-functionally, managing customer escalations, and contributing to organizational projects.
Minimum qualifications include 10+ years in customer-facing technical support roles and 7+ years in direct leadership roles. Familiarity with troubleshooting methodologies and networking/cybersecurity concepts is required. Expertise in improving customer satisfaction and driving operational metrics is also necessary. A Bachelor's degree in Computer Science, Information Technology, or a related field is needed.
About Zscaler
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.