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Hybrid Senior Manager, Customer Support

Zscaler · San Jose, California, USA, Estados Unidos De América · Hybrid

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About Zscaler

Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) 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. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform, which is found in our SASE and SSE offerings, protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler. 

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. Together, we create a customer-centric culture that fosters success, adoption, and continuous growth.
 
We're looking for an experienced Senior Manager, Customer Support to join our Product Support team. The is a hybrid role, going in to the San Jose office 3 days a week.  Reporting to the VP of Customer Support, you'll be responsible for:
  • Leading and mentoring a team of support engineers, ensuring process adherence and technical development.
  • Managing escalations and engaging with customers on critical support issues.
  • Overseeing team operations, including shift scheduling, PTO management, and training programs.
  • Driving continuous improvements in support processes to ensure timely and high-quality customer issue resolution.
  • Collaborating cross-functionally with Sales, Product, and Technology teams to align customer support with business objectives.
What We're Looking for (Minimum Qualifications)
  • 5+ years of experience as a support manager, including escalation management and people leadership
  • 7+ years of experience as a Support Engineer/Senior Support Engineer, working with networking or web security products
  • Strong knowledge of enterprise networking and security, including VPN technologies, authentication systems (LDAP, MS AD), and network security protocols (SSL/TLS, Firewall, IDS/IPS)
  • Proficiency in troubleshooting network-related issues using tools such as Ping, Traceroute, MTR, and Wireshark
  • Excellent verbal and written communication skills in English
What Will Make You Stand Out (Preferred Qualifications)
  • Bachelor of Science in Computer Science, Engineering, or equivalent advanced industry certifications.
  • Experience with Linux, Unix, or FreeBSD operating systems.

#LI-BH1
#LI-Hybrid

 

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
$147,000—$210,000 USD

At Zscaler, we believe that diversity drives innovation, productivity, and success. We are looking for individuals from all backgrounds and identities to join our team and contribute to our mission to make doing business seamless and secure. We are guided by these principles as we create a representative and impactful team, and a culture where everyone belongs. For more information on our commitments to Diversity, Equity, Inclusion, and Belonging, visit the Corporate Responsibility page of our website.

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!

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.