Senior Manager, Product Support

Remote · USD 172,000-215,000 · 7+ years experience · Remote · Posted Sep 28, 2026

At a glance

The Senior Manager, Product Support leads a technical support team within the Federal and Public Sector Customer Services department.
This role focuses on resolving complex technical issues, managing escalations, and driving process improvements to enhance customer success and operational efficiency.

Lead a technical support team of senior engineers to resolve complex technical issues related to Zscaler products.
Manage and resolve case and account-level escalations.
Collaborate with stakeholders to address customer concerns and resolve support issues.
Own and drive support process improvements, training programs, and initiatives to increase operational efficiency.

U.S. citizenship.
Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent industry experience.
7+ years of experience in technical support or a related field.
3+ years of management experience.
Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions.
Expertise in improving customer satisfaction (CSAT, NPS) and driving operational metrics (TTR, Escalation Rate).
Strong leadership, communication skills, and troubleshooting methodologies.
Knowledge of networking and cybersecurity concepts including SSL/TLS, HTTP, DNS, and Firewall.

Comfort navigating dynamic environments and building paths through ambiguity.
Demonstrated ownership mindset and ability to balance high-level strategy with hands-on execution.
Collaborative, high-trust problem-solving skills.