Manager, Product 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. 

• Leading and mentoring a team of support engineers, ensuring process adherence and technical development.
• Managing escalations and engaging with customers on critical support issues.
• Overseeing team operations, including shift scheduling, PTO management, and training programs.
• Driving continuous improvements in support processes to ensure timely and high-quality customer issue resolution.
• Collaborating cross-functionally with Sales, Product, and Technology teams to align customer support with business objectives.

• 3+ years of experience as a support manager, including escalation management and people leadership
• 5+ years of experience as a Support Engineer/Senior Support Engineer, working with networking or web security products
• Strong knowledge of enterprise networking and security, including VPN technologies, authentication systems (LDAP, MS AD), and network security protocols (SSL/TLS, Firewall, IDS/IPS)
• Proficiency in troubleshooting network-related issues using tools such as Ping, Traceroute, MTR, and Wireshark
• Excellent verbal and written communication skills in English

• Bachelor of Science in Computer Science, Engineering, or equivalent advanced industry certifications.
• Experience with Linux, Unix, or FreeBSD operating systems.

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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:

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws.

See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.