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# Manager, Product Support

- **Company:** Zscaler, Inc.
- **Location:** United States (Remote available)
- **Experience:** Expert
- **Salary:** $172,000.0 - $215,000.0
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Cloud Computing, Cyber Security, Domain Name System (DNS), Hypertext Transfer Protocols (HTTP), Machine Learning, Software Troubleshooting, Firewalls (Computer Science), Information Technology, Data Analytics
- **Published:** September 29, 2026
- **Apply:** https://www.builtincolorado.com/auth/login?destination=/job/senior-manager-product-support/11401221

## About the Role

* 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

## Description

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


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