Manager, Product Support -EST/PST

As a Manager of Product Support at Zscaler, you'll oversee a dedicated team of product support specialists and engineers, setting strategic goals and ensuring the overall performance of your team. Your role will include managing escalated customer issues, collaborating with product development and engineering to find viable solutions, and tracking critical support metrics to enhance customer satisfaction.

To qualify for the Manager, Product Support position at Zscaler, candidates should have a Bachelor of Science in Computer Science or Engineering, along with 5+ years of support management experience. Previous experience as a Support Engineer in networking or web security, along with people management skills and advanced technical knowledge, are crucial for success in this role.

Zscaler is committed to employee development, offering robust training programs and education reimbursement options for individuals in the Manager, Product Support role. You will have opportunities to enhance your skills, attend industry seminars, and receive guidance from experienced leaders to further your career in this dynamic environment.

The work culture at Zscaler is collaborative and inclusive. As a Manager of Product Support, you'll thrive in a fast-paced environment where ideas are valued, teamwork is encouraged, and innovation is celebrated. Zscaler is recognized as a Best Workplace in Technology, fostering a supportive atmosphere for all employees to flourish.

Preferred technical skills for the Manager, Product Support role include knowledge of authentication systems such as LDAP and MS AD, familiarity with networking protocols, and experience with operating systems like Linux and Unix. A solid understanding of network troubleshooting tools and web server administration are also advantageous in this position.

In answering this question, focus on your leadership style, how you set goals, and what metrics you used to measure success. Discuss specific examples where your management contributed to improved team performance or customer satisfaction.

Provide a step-by-step approach detailing how you assess escalated issues, communicate with customers, and collaborate with other departments to resolve problems efficiently. Highlight your ability to maintain calm under pressure.

Discuss your analytical skills and experience in process improvement initiatives. You could reference specific methodologies you’ve implemented, such as Lean or Six Sigma, tailored to enhance customer service operations.

Explain the key performance indicators (KPIs) you monitor, such as response time and customer satisfaction scores. Provide examples of how you've used data to inform team decisions and drive improvements.

Share a specific project where collaboration was key. Describe the roles of different teams, your contribution, and the outcomes achieved. Emphasize the importance of clear communication and teamwork.

Provide insights into the software and tools that you are proficient with, and how they have aided in your product support roles. Discuss how these tools help you manage workflows, ticketing, and customer communications.

Discuss your mentoring philosophy, including any training programs you've developed. Highlight your efforts in fostering an inclusive environment where new hires feel supported and empowered to learn.

Emphasize the importance of proactive communication, thorough understanding of the product, and responsiveness. Share examples where you have successfully turned around a negative customer experience into a positive one.

Describe your methods for keeping your knowledge current, such as attending conferences, following leading publications, and engaging in professional networks. Highlight your eagerness to adopt best practices in product support.

Share your perspective on emerging trends in cloud security and how you envision your contribution to the industry. Discuss innovations and technologies you are particularly passionate about, aligning them with Zscaler's mission.