Senior Manager, Product Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a technical support team consisting of senior engineers to address intricate issues concerning Zscaler products.

• Handle and resolve escalations at both case and account levels alongside support teams and stakeholders.

• Propel enhancements in support processes, training initiatives, and programs aimed at boosting operational efficiency.

• Elevate customer satisfaction metrics, such as CSAT and NPS.

• Enhance operational metrics, including Time to Resolution (TTR) and Escalation Rate.

• Tackle critical technical challenges faced by customers and implement effective solutions.

• Provide expert, hands-on customer support from the implementation phase through to ensuring customer adoption and success.

⛳️ Requirements

• Foundational knowledge of AI/ML technologies, coupled with experience in leveraging, securing, or positioning AI-driven solutions to enhance results within your area of expertise.

• U.S. citizenship is a prerequisite for this role.

• A Bachelor's degree in Computer Science, Information Technology, or a related discipline, or equivalent professional experience.

• A minimum of 7 years in technical support or a related field, including no less than 3 years in a managerial capacity.

• Proficiency in customer satisfaction (CSAT), net promoter score (NPS), time to resolution (TTR), escalation rates, as well as strong leadership, communication, troubleshooting methods, networking, and cybersecurity principles encompassing SSL/TLS, HTTP, DNS, and Firewall.

• Demonstrated ability in leadership and developing technical talent.

• Outstanding communication and interpersonal skills for managing customer escalations and fostering stakeholder relationships.

🏝️ Benefits

• A variety of health plans.

• Time-off policies for vacation and sick leave.

• Options for parental leave.

• Retirement plan choices.

• Education reimbursement programs.

• In-office amenities.

• Reasonable accommodations or adjustments during the recruiting process, including for disabilities, long-term conditions, mental health conditions, sincerely held religious beliefs, neurodivergence, or pregnancy-related support.