About Zscaler Zscaler (NASDAQ: ZS) accelerates digital transformation so that customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange is the company s cloud-native platform that protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. With more than 10 years of experience developing, operating, and scaling the cloud, Zscaler serves thousands of enterprise customers around the world, including 450 of the Forbes Global 2000 organizations. In addition to protecting customers from damaging threats, such as ransomware and data exfiltration, it helps them slash costs, reduce complexity, and improve the user experience by eliminating stacks of latency-creating gateway appliances. Zscaler was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. Zscaler s purpose-built security platform puts a company s defenses and controls where the connections occur the internet so that every connection is fast and secure, no matter how or where users connect or where their applications and workloads reside. Summary The Support Manager will provide world-class post-sales technical support, by managing a shift of level 1-3 support engineers and team leads, all part of a cohesive hive-team unit. You will foster an environment that is focused on customer satisfaction, continuous improvement and innovation in the transformation of highly complex customer networks. This role with work closely with other support managers other locations. Responsibilities Day to Day Duties Manages Technical Team, including 1-on-1 s, and retain top talent Leads escalation calls with customer Ensure teams are trained on process + product Ensure team follows process and corrects deficiencies Manages shift, and ensures all shift are filled, PTO managed Team Manage technical support engineers Mentor and train support engineers on process and technical products Retain top talent Ensure training programs and certifications are completed Manage team shifts, ensure proper issue hand-offs Escalations Engage with customers on escalated support issues or critical customer situations Send issues to proper level or get well team engaged Technical Become a Zscaler cloud services expert through self-study, company training, and a desire to excel and become an expert Ensure the team becomes experts Leverage the team and resources for proper issue resolution Administrative Maintain ticket database, logging issues and customer interactions Ensure support process is closely followed, work with team on corrections Ensure SLA s are met Details Limited travel typically only for company training or meetings Hours Weekday shift work, shift may vary, possible on-call Other duties or projects, as assigned Qualifications Requirements: 5+ years support manager experience Proven escalation management experience People management experience including strong soft skills Very strong verbal and written communication skills (English) Bachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications. Minimum 3 years experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products Working knowledge of networking and security products and enterprise network infrastructure. Required knowledge and experience Networking Experience - VPN technologies such as IPSec and VPN clients Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS) Authentication systems such as LDAP, MS AD etc Knowledge of protocols such as HTTP, SMTP, FTP, DNS Experience with operating systems such as Linux, Unix and Free BSD Network troubleshooting experience - Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analysers such as tcpdump, Wireshark Knowledge of protocols such as HTTP, SMTP, FTP, DNS Working knowledge of Apache and IIS Web Server administration Scripting knowledge (SHELL, Python, Perl) not required, a plus 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 proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. All qualified applicants will receive consideration 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 characteristics 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. For additional information about the federal requirements, click here . 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.
