Manager, Designated Support (Escazu, Costa Rica)

The Manager, Designated Support at Zscaler is responsible for leading a team of support engineers, managing customer escalations, and ensuring high-quality issue resolution. Additional duties include overseeing team operations and driving continuous improvements in support processes to enhance customer satisfaction.

To qualify for the Manager, Designated Support role at Zscaler, you need a minimum of 3 years of experience in a support management role, along with 5 years of experience as a Support Engineer. Strong knowledge of networking, security protocols, and troubleshooting tools is also essential to succeed in this position.

Zscaler emphasizes continuous improvement in support processes led by the Manager, Designated Support. This role involves mentoring support engineers, managing critical escalations, and collaborating across departments to align support efforts, ensuring an exceptional customer experience.

Key skills for a Manager, Designated Support at Zscaler include strong leadership, excellent verbal and written communication, deep knowledge of networking and security technologies, and proficiency in troubleshooting using tools like Ping and Wireshark.

Zscaler stands out as a workplace due to its inclusive culture, commitment to employee growth, and focus on innovation. Managers in this role have the opportunity to lead impactful teams and contribute to a mission-driven organization that values diversity and success.

Your leadership style should emphasize collaboration, open communication, and mentorship. Explain how you focus on developing your team's skills while providing clear expectations, promoting a customer-centric approach, and fostering an environment where team members feel valued and motivated.

Discuss your strategy for managing escalations, including staying calm under pressure, quickly assessing the issue, and communicating effectively with customers. Highlight your approach to collaborating with internal teams to resolve critical problems and ensure customer satisfaction.

Explain your familiarity with tools like Ping, Traceroute, MTR, and Wireshark. Provide examples of how you have used these tools in previous roles to diagnose and resolve networking issues, showcasing your technical expertise.

Mention specific strategies you have implemented in the past, such as gathering feedback from team members and customers, analyzing performance metrics, and continuously looking for efficiencies. Outline how these improvements enhanced service delivery.

Share your approach to fostering growth within your team, whether through regular training, setting personal development goals, or encouraging participation in workshops and conferences that expand their skill set and industry knowledge.

Emphasize the importance of customer feedback in shaping service improvements and strategies. Discuss how you actively gather, analyze, and integrate feedback with your team's performance for continuous enhancement of support services.

Choose a specific scenario that highlights your problem-solving skills and ability to lead under pressure. Explain how you addressed the challenge and what you learned from the experience.

Discuss initiatives you've implemented to keep morale high, such as team-building activities, recognition programs, or fostering an open environment where team members feel comfortable expressing their concerns and ideas.

Demonstrate your understanding of Zscaler's mission to make the cloud a safe place for business, connecting it to your passion for providing excellent customer support and promoting security in the digital transformation era.

Highlight Zscaler's unique offerings such as its AI-powered Zero Trust Exchange platform and its commitment to innovation and customer success. Discuss how these factors influence your desire to work for the company.