Job Description

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: . 2+ 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 Additional Information Why Zscaler People who excel at Zscaler are smart, motivated and share our values. Ask yourself: Do you want to team with the best talent in the industry Do you want to work on disruptive technology Do you thrive in a fluid work environment Do you appreciate a company culture that enables individual and group success and celebrates achievement If you said yes, we\'d love to talk to you about joining our award-winning team. Additional information about Zscaler (NASDAQ: ZS ) is available at . Zscaler is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 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. If you need support, please contact us by sending an email to [HIDDEN TEXT]. This email address is used specifically for accommodation requests only, and resumes, CV\'s, or questions other than accommodations will not be replied to or accepted.

Monster