Director, Product Support (US Public Sector)

As the Director of Product Support at Zscaler, your primary responsibilities will include leading the support team, developing strategies to provide top-notch service to US Public Sector customers, overseeing support workflows, ensuring compliance with essential regulations, mentoring your team, and actively engaging with customers to enhance their experience and adoption of our solutions.

To qualify for the Director of Product Support role at Zscaler, you need a minimum of 8 years of experience leading technical support or customer success teams, ideally related to enterprise SaaS solutions. A comprehensive understanding of FedRAMP and FISMA compliance frameworks is also essential, along with proven leadership abilities, excellent communication skills, and proficiency in cloud security technologies.

In the Director of Product Support role at Zscaler, you will be responsible for ensuring that support operations adhere to necessary compliance standards such as FedRAMP and FISMA. This involves collaborating with compliance and security teams to align support processes with government policies and risk management frameworks effectively.

To stand out as a candidate for the Director of Product Support position at Zscaler, having extensive experience working directly with federal, state, and local government agencies is beneficial. Relevant certifications such as CISSP or ITIL, alongside proficiency in using CRM systems like Salesforce or Zendesk, would also enhance your profile.

The base salary range for the Director of Product Support at Zscaler varies between $168,000 and $240,000 USD. This range reflects the level of the position based on skills, experiences, and other relevant factors, excluding any commission or bonus structures.

When developing support strategies, I focus on understanding the unique challenges faced by each customer segment, especially in the public sector. I prioritize collaboration across teams to build holistic strategies that address specific needs and leverage customer feedback to ensure continuous improvement.

In my last position, I implemented a streamlined ticketing system that reduced response times significantly. By analyzing the most common issues reported, we adjusted our training materials and focused on proactive solutions, enhancing both team efficiency and customer satisfaction.

I have extensive experience working with compliance frameworks such as FedRAMP and FISMA. In my previous role, I established processes that ensured our support operations met these regulations, conducting regular audits and training to keep the team informed and prepared.

I believe in open communication with both customers and my team. By understanding customer priorities and the team’s capacity, I can create actionable plans that balance immediate needs with strategic goals, ensuring sustainable support while maintaining high service levels.

Essential tools for supporting government clients include robust CRM software like Salesforce for tracking customer interactions, ServiceNow for incident management, and compliance tracking solutions. These tools help ensure that all customer needs are met and that support processes are efficient and documented.

Fostering a high-performing team culture involves setting clear expectations, recognizing individual contributions, and providing continuous development opportunities. I also advocate for an open environment where team members feel safe to share ideas and feedback, which encourages collaboration and innovation.

Exceptional customer engagement starts with training the support team on the importance of customer relationships. I emphasize active listening and problem-solving skills, ensuring that the team proactively reaches out to clients with updates, training, and resources tailored to their needs.

To recruit talent, I would focus on engaging with industry events and leveraging networks within the public sector. Mentoring involves setting up a structured onboarding process, regular check-ins, and opportunities for team members to collaborate on complex issues, which fosters growth and retention.

Handling escalated issues effectively requires a calm and structured approach. I initiate immediate communication with the customer to acknowledge the problem, investigate thoroughly with my team, and then provide a clear plan with timelines for resolution, keeping the customer informed throughout the process.

I am drawn to Zscaler due to its commitment to innovation and customer success in a critical area like cloud security. The opportunity to lead a team focused on public sector customers aligns perfectly with my skills and passion, and I am excited about contributing to such an impactful mission.