Senior Manager, Product Support

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 (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 160+ public exchanges globally and thousands of private exchanges at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform.

We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler.

Role

We are looking for a Senior Manager, Product Support to join our team. This is a Remote role, reporting to the Director of Product Support in the Federal and Public Sector Customer Services department. 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. This role will lead a technical support team to resolve complex issues and manage escalations, contributing to process improvements that foster customer success, adoption, and continuous growth.

What you’ll do (Role Expectations)

• Lead a technical support team of senior engineers, ensuring the resolution of complex technical issues related to Zscaler products
• Manage and resolve case and account-level escalations, working with the support team and other stakeholders to address customer concerns and resolve support issues
• Own and drive support process improvements, training programs, and initiatives resulting in operational efficiency

Who You Are (Success Profile)

• You are a skilled leader with a passion for developing technical talent and fostering a high-performance team environment.
• You possess exceptional communication and interpersonal skills, adept at managing customer escalations and stakeholder relationships with empathy and clarity.
• You are data-driven, consistently focused on improving customer satisfaction (CSAT, NPS) and optimizing operational efficiency (TTR, Escalation Rate).
• You thrive on resolving complex technical challenges, meticulously driving solutions for critical customer issues.
• You are a proactive contributor, always looking for opportunities to enhance support processes and training programs to deliver maximum impact.

What We’re Looking for (Minimum Qualifications)

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
• U.S. citizenship required for this position due to the nature of the customers assigned to this role
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent industry experience
• 7+ years of experience in technical support or a related field, including at least 3 years of management experience
• Expertise in improving customer satisfaction (CSAT, NPS) and driving operational metrics (TTR, Escalation Rate), alongside strong leadership, communication skills, troubleshooting methodologies, and networking/cybersecurity concepts (e.g., SSL/TLS, HTTP, DNS, Firewall)

What Will Make You Stand Out (Preferred Qualifications)

• Proven ability to leverage AI technologies and workflows to drive measurable operational efficiency
• Comfort navigating dynamic environments and building paths through ambiguity to create meaningful outcomes
• Demonstrated ownership mindset and dynamic range, seamlessly balancing high-level strategy with hands‑on execution and high integrity
• Collaborative, high-trust problem-solver and continuous learner dedicated to receiving feedback, empowering the team, and solving complex challenges with purpose

#LI-IA1 #LI-Remote

Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job‑related skills, experience, and relevant education or training.

The base salary range listed for this full‑time position excludes commission/ bonus/ equity (if applicable) + benefits.

Base Pay Range

$172,000 — $215,000 USD

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:

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!

Learn more about Zscaler's hybrid working model and benefits here.

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.