Manager, Product Support

About Zscaler Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise , we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Here, impact in your role matters more than title and trust is built on results. We say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive, honest debate —we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession , collaboration, ownership, and accountability. We value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges, and want to be part of the team that’s helping to secure the AI age, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity. Role We are looking for an experienced Manager, Product Support to join our Support team. This is a hybrid role based in Mohali, reporting to the Senior Manager, Product Support. We're looking for an experienced Manager -Product Support to join our Customer Success team. What you’ll do (Role Expectations) Leading a team: You will manage a team of product support specialists or engineers. This includes setting team goals, providing guidance, and ensuring the team's overall performance Product support strategy: You will develop and implement strategies to provide support for our products. This includes identifying areas for improvement, establishing support processes, and ensuring efficient resolution of customer issues Customer escalation management: You will manage and resolve escalated customer issues and complaints. You will work with other departments such as product development or engineering to find solutions and ensure customer satisfaction Technical expertise: You will understand the our products and be able to provide technical guidance to both our teams and external customers. This includes staying up-to-date with product updates and new features.Quality assurance: You will ensure that the product support team maintains quality in their interactions with customers. This includes conducting regular performance evaluations, training, and implementing quality assurance processes to ensure excellent customer service Collaboration with teams: You will collaborate with other teams such as product management, engineering, and sales to ensure communication and agreement.Partner management: You will manage customers, partners, and our teams. This includes attending customer calls, providing updates on support activities, and collaborating on strategic programmes Who You Are (Success Profile) You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. You adapt to what’s needed, navigating seamlessly between high-level strategy and hands-on execution. You are a problem-solver. You seek out challenges because you are energized by finding solutions, knowing that solving the hard problems delivers the biggest impact. You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust. You are customer-obsessed. You build deep e