Manager, Product Support - job 1 of 2

As a Manager, Product Support at Zscaler, you'll be responsible for establishing operational goals, delegating tasks, and motivating your team. You'll also work cross-functionally with various teams, support Customer Success Managers in engagement plans, and tackle more complex technical issues that clients encounter. Your role emphasizes building a customer-centric culture, ensuring that users leverage our technology effectively.

Applicants for the Manager, Product Support position at Zscaler should have more than five years of experience managing teams, ideally with a background in IT or a related field. A solid understanding of web-based security, network infrastructure, and facilitating customer management during post-incident responses is crucial. Additionally, vendor certifications like CISSP or CCIE can make you stand out.

At Zscaler, career growth for the Manager, Product Support role is fostered through a combination of comprehensive training, a growth mindset culture, and opportunities to engage with senior leadership. We're committed to supporting your professional development through ongoing education reimbursement and a culture that promotes continuous learning and innovation.

Zscaler is recognized as a technology leader with a strong focus on diversity, equity, and inclusion in the workplace. As a Manager, Product Support, you'll work in a collaborative and innovative environment while being part of a company that leads the industry in cloud security solutions. Our commitment to employee well-being through comprehensive benefits and a supportive culture also makes us an employer of choice.

The work environment for a Manager, Product Support at Zscaler is hybrid and fast-paced, designed for collaborative teamwork. You will lead a diverse team and interact cross-functionally to drive customer success. Our culture is centered on innovation, support, and continuous growth, making it an exciting place for professionals who thrive in dynamic settings.

When answering this question, focus on how you motivate and inspire your team by sharing examples of how you promote a growth mindset. Discuss your approach to delegation, fostering collaboration, and measuring team success through achieved operational goals.

Emphasize your problem-solving skills by discussing your methodology for troubleshooting complex issues. Describe how you collaborate with cross-functional teams to ensure effective resolution and how you communicate with clients during these incidents to keep them informed.

Detail your relevant experiences in dealing with web-based security solutions, such as your hands-on work with security proxies like NGFW, and how you’ve navigated network infrastructure challenges. Highlight specific skills that are directly applicable to Zscaler’s mission and products.

Describe strategies you’ve implemented to foster team cohesion in a hybrid environment, such as regular check-ins, feedback loops, and creating opportunities for team bonding. Discuss how you keep team morale high and align everyone toward common goals.

Provide a specific example where your leadership positively impacted customer relations, whether through a significant incident response or ensuring the adoption of new technology solutions. Illustrate how these experiences align with Zscaler's focus on client success.

Explain your approach to cross-functional collaboration by sharing examples of successful projects you've led. Talk about the importance of communication, transparency, and shared goals in achieving the best outcomes for clients.

Share insights into the challenges, such as managing customer expectations during incidents, and discuss how you navigate these situations with a proactive and solution-oriented mindset. Highlight your resilience and adaptability.

Discuss your method for effective prioritization, whether it's assessing the severity of issues, aligning with business impacts, or utilizing team strengths. Providing a real-world example of successfully managing multiple priorities will offer depth to your response.

Outline the key performance indicators (KPIs) that you believe are essential for tracking team performance, such as response time, resolution time, and customer satisfaction scores. Explain why these metrics are important in the context of Zscaler.

Express your enthusiasm for Zscaler’s innovative approach to cloud security and how you align with the company's values of diversity and inclusion. Share what excites you about the role and the positive impact you believe you can have on customer success.