We are looking for a Senior Manager, Product Support to join our team. This is a Remote role, reporting to the Director of Product Support in the Federal and Public Sector Customer Services department. At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions. We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential. This role will lead a technical support team to resolve complex issues and manage escalations, contributing to process improvements that foster customer success, adoption, and continuous growth.

What you’ll do (Role Expectations)

• Lead a technical support team of senior engineers, ensuring the resolution of complex technical issues related to Zscaler products
• Manage and resolve case and account-level escalations, working with the support team and other stakeholders to address customer concerns and resolve support issues
• Own and drive support process improvements, training programs, and initiatives resulting in operational efficiency

Who You Are (Success Profile)

• You are a skilled leader with a passion for developing technical talent and fostering a high-performance team environment.
• You possess exceptional communication and interpersonal skills, adept at managing customer escalations and stakeholder relationships with empathy and clarity.
• You are data-driven, consistently focused on improving customer satisfaction (CSAT, NPS) and optimizing operational efficiency (TTR, Escalation Rate).
• You thrive on resolving complex technical challenges, meticulously driving solutions for critical customer issues.
• You are a proactive contributor, always looking for opportunities to enhance support processes and training programs to deliver maximum impact., Drive technical marketing for Zero Trust Branch and Digital Experience solutions through customer proof-of-value pilots, architectural demos, networking lab design, troubleshooting, technical collateral, and field enablement. Serve as the technical bridge between field teams and engineering while validating solutions, supporting enterprise evaluations, and improving post-sales time-to-value. The role requires deep networking, packet analysis, cloud networking, monitoring, and customer-facing technical expertise. Top Skills: Aws Transit GatewayAws VpcAzure Virtual WanGcp Cloud RouterNetwork Monitoring And Observability ToolsSaseTcpdumpTraffic Generation ToolsWiresharkZero Trust Zscaler

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
• U.S. citizenship required for this position due to the nature of the customers assigned to this role
• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent industry experience
• 7+ years of experience in technical support or a related field, including at least 3 years of management experience
• Expertise in improving customer satisfaction (CSAT, NPS) and driving operational metrics (TTR, Escalation Rate), alongside strong leadership, communication skills, troubleshooting methodologies, and networking/cybersecurity concepts (e.g., SSL/TLS, HTTP, DNS, Firewall)

What Will Make You Stand Out (Preferred Qualifications)

• Comfort navigating dynamic environments and building paths through ambiguity to create meaningful outcomes
• Demonstrated ownership mindset and dynamic range, seamlessly balancing high-level strategy with hands-on execution and high integrity
• Collaborative, high-trust problem-solver and continuous learner dedicated to receiving feedback, empowering the team, and solving complex challenges with purpose

LI-Remote #LI-IA1

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-related skills, experience, and relevant education or training.

The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits. Base Pay Range $172,000-$215,000 USD

At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!

Learn more about Zscaler’s hybrid working model and benefits here., Remote or Hybrid Easy Apply 108K-135K Annually Mid level 108K-135K Annually Mid level Cloud * Information Technology * Security * Software * Cybersecurity Build and manage technology alliance partnerships across the Americas, accelerating partner-generated pipeline and regional revenue. Develop relationships with security, networking, cloud, and digital workplace practices; coordinate with internal sales, marketing, revenue operations, engineering, and partner teams; drive opportunities to closure; and increase partnership brand awareness. The role requires experience with GSI partners, complex solution sales, cybersecurity, and networking, along with willingness to travel. Top Skills: Ai ToolsCloud SecurityInternet SecurityNetworkingSaseZero Trust Exchange Zscaler, 108K-135K Annually Mid level 108K-135K Annually Mid level Cloud * Information Technology * Security * Software * Cybersecurity Drive revenue growth through technology alliance partners by building pipeline, executing joint business plans, maintaining executive relationships, and aligning internal sales teams with partners. The role focuses on cybersecurity partnerships across the Americas, supporting sell-to and sell-through opportunities, increasing partner brand awareness, and coordinating with marketing, revenue operations, partner engineering, and regional business teams. Top Skills: Ai ToolsCloud SecurityInternet SecurityNetworkingSaseZscaler Zero Trust Exchange

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Senior level Leads a technical product support team responsible for resolving complex Zscaler product issues, managing customer and account escalations, and improving support processes. The role develops technical talent, drives training initiatives, monitors CSAT, NPS, time-to-resolution, and escalation metrics, and partners with stakeholders to improve customer satisfaction and operational efficiency. The summary above was generated by AI

Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange ️ platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 160+ public exchanges globally and thousands of private exchanges at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform.

We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler.