Remote Senior Manager, AI-Driven Product Support
Zscaler, Inc.
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Benefits offered by this job
Job summary
Zscaler, Inc. is seeking a Senior Manager, Product Support for a remote role. You will lead a technical support team, handle escalations, and drive process improvements to ensure customer success and adoption of Zscaler products.
You will work with the Federal and Public Sector Customer Services team, reporting to the Director of Product Support. Strong leadership, AI/ML awareness, and cybersecurity knowledge are essential for success.
Qualifications
- Understanding of AI/ML technologies and experience leveraging AI-driven solutions
- U.S. citizenship required for this position
- Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience
- 7+ years in technical support or related field, including at least 3 years of management experience
- Experience improving CSAT/NPS and driving operational metrics (TTR, Escalation Rate); knowledge of networking/cybersecurity concepts
Responsibilities
- Lead a technical support team of senior engineers to resolve complex issues
- Manage and resolve case and account-level escalations with stakeholders
- Own and drive support process improvements and training programs
Skills
Education
Tools
Job description
Zscaler, Inc. is seeking a Senior Manager, Product Support for a remote role. You will lead a technical support team, handle escalations, and drive process improvements to ensure customer success and adoption of Zscaler products.
You will work with the Federal and Public Sector Customer Services team, reporting to the Director of Product Support. Strong leadership, AI/ML awareness, and cybersecurity knowledge are essential for success.
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