Greenhouse ·
full-timeSenior Manager, Product Support
Zscaler · Remote - USA
Zscaler operates a global cloud security platform focused on zero-trust architecture and digital transformation. As a Senior Manager in Product Support, you will lead a team of senior engineers dedicated to the federal and public sector. Your day-to-day responsibilities involve managing complex technical escalations, overseeing case resolution, and driving operational efficiency through data-backed process improvements. You will be expected to mentor technical talent, foster a high-performance environment, and collaborate with cross-functional stakeholders to ensure customers successfully leverage Zscaler technology. This role requires a proactive approach to troubleshooting and a commitment to improving key performance indicators such as customer satisfaction, net promoter scores, and time-to-resolution. The position is well-suited for a seasoned leader with over seven years of experience in technical support, including at least three years in a management capacity. Candidates should possess a strong background in networking and cybersecurity concepts, such as SSL/TLS, DNS, and firewalls, along with a foundational understanding of AI/ML applications. Due to the nature of the federal clientele, U.S. citizenship is a mandatory requirement for this role.
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) 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-Remote #LI-IA1 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 tha
| Role | Senior Manager, Product Support |
|---|---|
| Company | Zscaler |
| Location | Remote - USA |
| Compensation | Not disclosed |
| Posted | 2026-09-30 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4Senior Manager, Product Support at Zscaler: frequently asked questions
- What is the salary for this role?
- Zscaler has not stated compensation in the listing. Check the original posting or ask during the application process.
- Is the Senior Manager, Product Support position remote, hybrid or onsite?
- The listing marks this role as remote, with Remote - USA as the location.
- What is the application deadline?
- Zscaler has not listed a fixed deadline, so apply early in case the opening is filled.
- How do I apply for the Senior Manager, Product Support role?
- Use the Apply button on this page. It opens the original listing on job-boards.greenhouse.io, where you submit your application with the company.
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