Remote Senior Manager, AI-Powered Product Support

Zscaler; United States; Remote; USD 172,000 - 215,000; Full time

Benefits offered by this job

Health plans

Parental leave

Retirement options

Education reimbursement

In-office perks

Job summary

Zscaler, a leading security company, is seeking a Senior Manager, Product Support to lead a technical support team in a remote role based in the United States. The position reports to the Director of Product Support in the Federal and Public Sector Customer Services department.

The role focuses on resolving complex technical issues, managing escalations, and driving programmatic improvements to enhance customer success, adoption, and growth across Zscaler products.

Qualifications

• 7+ years of experience in technical support or a related field
• including at least 3 years of management experience
• U.S. citizenship required for this position
• Expertise in improving CSAT/NPS and driving operational metrics (TTR, Escalation Rate) with knowledge of networking/cybersecurity concepts

Responsibilities

• Lead a technical support team of senior engineers to resolve complex issues related to Zscaler products
• Manage and resolve case and account escalations with stakeholders to address customer concerns
• Own and drive support process improvements, training programs, and initiatives for operational efficiency

Skills

Technical leadership

Customer escalations

Data-driven

CSAT/NPS focus

Networking/cybersecurity

Education

Bachelor's degree in CS/IT

Job description

Zscaler, a leading security company, is seeking a Senior Manager, Product Support to lead a technical support team in a remote role based in the United States. The position reports to the Director of Product Support in the Federal and Public Sector Customer Services department.

The role focuses on resolving complex technical issues, managing escalations, and driving programmatic improvements to enhance customer success, adoption, and growth across Zscaler products.