Director, Designated Support

About Zscaler

Serving thousands of enterprise customers around the world including 40% 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. 

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. Together, we create a customer-centric culture that fosters success, adoption, and continuous growth.

We're looking for an experienced Director, Designated Support to join our Support organization. This is a hybrid role, with the expectation of being in the Plano office 3 days a week minimum.  You'll be responsible for:

• Leadership & Strategy: Lead the Support team in developing and executing scalable strategies to deliver exceptional service our customers in the program, aligning with Zscaler’s performance standards and government compliance requirements
• Operations & Customer Success: Oversee support workflows, incident management, and SLA commitments while advocating for customer needs with internal teams to improve resolutions, prioritize technical enhancements, and fulfill mission-critical demands
• Compliance & Security: Ensure support operations adhere to the customer’s requirements for security, data handling and operations.
• Team Development: Recruit, mentor, and grow a high-performing Support team with scalable staffing models to address Public Sector customer needs, proactive issue mitigation, and advanced technical support requirements
• Customer Engagement: Build strong relationships with our customers through strategic alignment, executive communication, and training programs to maximize satisfaction, solution adoption, and continuous improvement

What We're Looking for (Minimum Qualifications)

• 8+ years leading technical support or customer success teams for enterprise SaaS solutions, with experience managing Public Sector accounts highly preferred
• Extensive understanding of our customer’s requirements, networks and compliance needs.
• Proven ability to build, inspire, and lead high-performing teams while driving accountability and operational excellence
• Strong executive communication, relationship management, and cross-functional collaboration skills, with experience working in matrixed organizations
• Strong proficiency in cloud security technologies, networking protocols, and IT infrastructure, with a proven ability to troubleshoot complex issues, craft actionable plans, and deliver innovative solutions in challenging scenarios

What Will Make You Stand Out (Preferred Qualifications)

• Familiarity with Zscaler’s solutions or comparable cloud security platforms.
• Relevant security certifications such as CISSP, CCSP, or ITIL are a plus
• Proficiency in leveraging CRM and ticketing systems such as Salesforce, ServiceNow, or Zendesk
  
  

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