Job Description

Overview:As a Support Manager, your primary responsibility will be to deliver exceptional post-sales technical support. This will involve managing a team of Support Engineers and directly assisting customers and partners with escalated issues as part of an escalation team.In addition, you will play a crucial role in recruiting, hiring, retaining, and training support engineers, as this is an integral aspect of the position. Creating an environment that prioritizes customer satisfaction, continuous improvement, and innovation in the transformation of intricate customer networks will also be a key focus.To ensure seamless operations, you will collaborate closely with other support managers in Bangalore and other locations, fostering effective teamwork and knowledge sharing.Responsibilities:

• Leading a team: You will be responsible for managing and leading a team of product support specialists or engineers. This includes setting team goals, providing guidance and coaching, and ensuring the team\'s overall performance.
• Product support strategy: You will develop and implement strategies to provide effective support for the company\'s products. This includes identifying areas for improvement, establishing support processes and procedures, and ensuring efficient resolution of customer issues.
• Customer escalation management: You will be responsible for managing and resolving escalated customer issues and complaints. This may involve working closely with other departments such as product development or engineering to find solutions and ensure customer satisfaction.
• Technical expertise: You will have a deep understanding of the company\'s products and be able to provide technical guidance to both internal teams and external customers. This includes staying up-to-date with product updates and new features, and providing training to support specialists as needed.
• Metrics and reporting: You will be responsible for tracking and analyzing key support metrics such as response time, resolution time, and customer satisfaction.
• Collaboration with cross-functional teams: You will collaborate with other teams such as product management, engineering, and sales to ensure effective communication and alignment.
• Continuous improvement: You will continuously identify opportunities to improve the product support process, tools, and resources. This includes implementing best practices, evaluating new technologies, and driving efficiency and scalability in support operations.
• Customer advocacy: You will serve as the voice of the customer within the organization, providing feedback and insights to drive product improvements and enhancements. You will work closely with product management and engineering teams to prioritize customer needs and ensure their successful resolution.
• Quality assurance: You will ensure that the product support team maintains a high level of quality in their interactions with customers. This includes conducting regular performance evaluations, providing training and coaching, and implementing quality assurance processes to ensure consistent and excellent customer service.
• Stakeholder management: You will build and maintain relationships with key stakeholders, including customers, partners, and internal teams. This includes attending customer calls, providing updates on support activities, and collaborating on strategic initiatives.
• Overall, as a Product Support Manager, your primary goal is to ensure that customers receive timely and effective support, and that the company\'s products meet their needs and expectations.

• 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. SupportEngineer supporting networking or web security products
• Working knowledge of networking and security products and enterprise network infrastructure.

• 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

Zscaler