Sr. Manager- Product Support

For over 10 years, Zscaler has been disrupting and transforming the security industry. Our 100% purpose-built cloud platform delivers the entire gateway security stack as a service through 150 global data centers to securely connect users to their applications, regardless of device, location, or network in over 185 countries protecting over 3,500 companies and 12M employees.

We work in a fast-paced, dynamic and make it happen culture. Our people are some of the brightest and passionate in the industry that thrives on being the first to solve problems. We are always looking to hire highly passionate, collaborative and humble people that want to make a difference.

Position: Sr. Manager- Product Support
Location: Chandigarh, India

The Sr. Manager- Product Support will report to the Director- Customer Services. The Sr. Manager- Product Support will provide world-class post-sales technical support, by managing a shift of level I to level III 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.

Customer Services department is responsible for providing troubleshooting and advanced technical support services to a wide range of internal and external clients across many industries. We are responsible for keeping our customer's network protected and ensure that their issues are taken care of right from deployment to adding new licenses. Our main objective will be to delight our customer so that we have high retention and upsell opportunities with our clients.

Responsibilities/What You’ll Do

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/Your Background

• 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 Analyzers 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

What You Can Expect From Us

• An environment where you will be working on cutting-edge technologies and architectures
• A fun, passionate and collaborative workplace
• Competitive salary and benefits, including equity
• The pace and excitement of working for a Silicon Valley Unicorn

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

Learn more at zscaler.com or follow us on Twitter @zscaler. Additional information about Zscaler (NASDAQ: ZS ) is available at [...] All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.