Senior Manager, Product Support
Job Summary
Leading a technical support team, the full-time Senior Manager, Product Support will manage complex technical issue resolutions and escalations while driving process improvements in a remote setting.
Key responsibilities
- Lead a team of senior engineers to resolve complex technical issues related to Zscaler products
- Manage and resolve case and account-level escalations, collaborating with stakeholders to address customer concerns
- Own and drive support process improvements and training programs to enhance operational efficiency
Required qualifications
- Foundational understanding of AI/ML technologies and experience with AI-driven solutions
- U.S. citizenship required due to the nature of the customer base
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience
- 7+ years of experience in technical support or a related field, including at least 3 years in a management role
- Expertise in improving customer satisfaction and driving operational metrics, along with strong leadership and networking/cybersecurity knowledge
Complete Job Description
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