Job Description

Company Description

Zscaler (NASDAQ: ZS) accelerates digital transformation so that customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange is the companys 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. Zscalers purpose-built security platform puts a companys 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-1s, 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 SLAs 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, wed 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 accommodations@zscaler.com. 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.

Zscaler