Senior Manager, AI-Driven Product Support (Remote)

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

Benefits offered by this job

Health plans

Time off plans for vacation and sick

Parental leave options

Retirement options

Education reimbursement

In-office perks

Job summary

Zscaler, a leader in cloud security, is seeking a Senior Manager, Product Support to lead a team of senior engineers in a remote role. You will own escalations, drive process improvements and partner with cross-functional teams to ensure outstanding customer outcomes.

You will leverage AI/ML awareness and cybersecurity concepts to optimize support delivery, maintain CSAT/NPS metrics, and scale operations for federal and public sector customers in the US. U.S. citizenship is required.

Qualifications

• Bachelor's degree in CS/IT or related field, or equivalent industry experience.
• 7+ years in technical support with at least 3 years in management.
• US citizenship required for this role.

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

Leadership

Customer escalations

CSAT/NPS

AI/ML awareness

Data-driven

Education

Bachelor's degree in CS/IT or related field

Tools

Networking / Cybersecurity concepts

SSL/TLS, HTTP, DNS, Firewall

Job description

Zscaler, a leader in cloud security, is seeking a Senior Manager, Product Support to lead a team of senior engineers in a remote role. You will own escalations, drive process improvements and partner with cross-functional teams to ensure outstanding customer outcomes.

You will leverage AI/ML awareness and cybersecurity concepts to optimize support delivery, maintain CSAT/NPS metrics, and scale operations for federal and public sector customers in the US. U.S. citizenship is required.