Manager, Product Support at Zscaler

Zscaler is seeking a Manager of Product Support to join their team in Tokyo, Japan. The Manager will report to the Director of Customer Services in Japan and will be responsible for establishing operational goals and work plans, delegating assignments, promoting a growth mindset, and supporting the Product Support team.

The role involves working cross-functionally with Support, Engineering, Ops, and Sales teams and collaborating with Customer Success Managers to support project and engagement plans. Key responsibilities include providing technical leadership during major incidents and resolving complex technical issues for clients.

Responsibilities include:

• Establishing operational goals and work plans, and delegating assignments to your team
• Promoting a growth mindset, motivating, and above all, supporting the existing Product Support team
• Working cross-functionally with our Support, Engineering, Ops, and Sales teams
• Working with the Customer Success Managers to support project and engagement plans with your clients and providing technical leadership during major incidents
• Resolving the more difficult technical issues and lingering issues our clients may have

Requirements:

• More than 5 years of experience managing teams of up 15 members
• Minimum university degree in IT, or related field
• A detailed working knowledge of web-based security and network infrastructure, Security Proxies, such as NGFW, SSL/IPSec VPNs, and Firewalls
• Customer management skills during post incident response

Zscaler offers:

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!