Manager, Product SupportNew

About **Zscaler** Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an **AI\-forward enterprise**, we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud\-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Here, **impact in your role matters more than title** and trust is built on results. We say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value **constructive, honest debate**—we’re focused on getting to the best ideas, faster. We build high\-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on **customer obsession**, collaboration, ownership, and accountability. We value high\-impact, high\-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges, and want to be part of the team that’s helping to secure the AI age, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity. **Role** We are looking for an experienced Manager, Product Support to join our Support team. This is a hybrid role based in Mohali, reporting to the Senior Manager, Product Support. We're looking for an experienced Manager \-Product Support to join our Customer Success team. **What you’ll do (Role Expectations)** * Leading a team: You will manage a team of product support specialists or engineers. This includes setting team goals, providing guidance, and ensuring the team's overall performance * Product support strategy: You will develop and implement strategies to provide support for our products. This includes identifying areas for improvement, establishing support processes, and ensuring efficient resolution of customer issues * Customer escalation management: You will manage and resolve escalated customer issues and complaints. You will work with other departments such as product development or engineering to find solutions and ensure customer satisfaction * Technical expertise: You will understand the our products and be able to provide technical guidance to both our teams and external customers. This includes staying up\-to\-date with product updates and new features.Quality assurance: You will ensure that the product support team maintains quality in their interactions with customers. This includes conducting regular performance evaluations, training, and implementing quality assurance processes to ensure excellent customer service * Collaboration with teams: You will collaborate with other teams such as product management, engineering, and sales to ensure communication and agreement.Partner management: You will manage customers, partners, and our teams. This includes attending customer calls, providing updates on support activities, and collaborating on strategic programmes **Who You Are (Success Profile)** * You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. You adapt to what’s needed, navigating seamlessly between high\-level strategy and hands\-on execution. * You are a problem\-solver. You seek out challenges because you are energized by finding solutions, knowing that solving the hard problems delivers the biggest impact. * You are a high\-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust. * You are customer\-obsessed. You build deep empathy for the customer—both internal and external—and anchor your decisions in solving their real\-world problems. You champion their needs from start to finish, knowing their success is our success. * You operate with urgency. You understand that in a high\-growth environment, speed and quality are not mutually exclusive. You have a relentless focus on execution and a bias for action, delivering high\-impact results quickly to win for the customer and the team. **What We’re Looking for (Minimum Qualifications)** * 5 \+ years support manager experience * Escalation management experience * People management experience including soft skills * 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 **What Will Make You Stand Out (Preferred Qualifications)** * Networking Experience \- VPN technologies such as IPSec and VPN client, Security (SSL/TLS, VPNs, Firewall, and IDS/IPS) * Authentication systems such as LDAP, MS AD * Knowledge of protocols such as HTTP, SMTP, FTP, or DNS and Network troubleshooting experience \- Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analysers such as tcpdump, Wireshark \#LIRR1 \#LIHybrid At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure. Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including: * Various health plans * Time off plans for vacation and sick time * Parental leave options * Retirement options * Education reimbursement * In\-office perks, and more! Learn more about Zscaler's hybrid working model and benefits here. By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines. Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression,…