Senior Manager, Product Support
New
Z
ZscalerCybersecurity
Location: Remote - USAFull-TimeManager
Salary172,000 - 215,000 USD per year
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Job Details
- Experience
- 7+ years of experience in technical support or a related field, including at least 3 years of management experience
- Required Skills
- CybersecurityPeople ManagementNetworkingTroubleshootingTechnical support
Requirements
- Bring a foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain.
- Hold a bachelor's degree in Computer Science, Information Technology, or a related field, or have equivalent industry experience.
- Have 7+ years of experience in technical support or a related field.
- Have at least 3 years of management experience.
- Have expertise improving customer satisfaction, including CSAT and NPS.
- Have experience driving operational metrics, including TTR and Escalation Rate.
- Bring strong leadership and communication skills.
- Know troubleshooting methodologies and networking and cybersecurity concepts, including SSL/TLS, HTTP, DNS, and Firewall.
Responsibilities
- Lead a technical support team of senior engineers resolving complex technical issues related to Zscaler products.
- Manage case-level escalations and work with the support team and other stakeholders to address customer concerns.
- Manage account-level escalations and resolve support issues.
- Drive support process improvements.
- Develop and drive training programs and initiatives to improve operational efficiency.
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