Manager Product Support Job in Zscaler

Responsibilities: Day to Day Duties Manages Technical Team, including 1-on-1 s, and retain top talent Leads escalation calls with customer Ensure teams are trained on process + product Ensure team follows process and corrects deficiencies Manages shift, and ensures all shift are filled, PTO managed Team Manage technical support engineers Mentor and train support engineers on process and technical products Retain top talent Ensure training programs and certifications are completed Manage team shifts, ensure proper issue hand-offs Escalations Engage with customers on escalated support issues or critical customer situations Send issues to proper level or get well team engaged Technical Become a Zscaler cloud services expert through self-study, company training, and a desire to excel and become an expert Ensure the team becomes experts Leverage the team and resources for proper issue resolution Administrative Maintain ticket database, logging issues and customer interactions Ensure support process is closely followed, work with team on corrections Ensure SLA s are met Details Limited travel typically only for company training or meetings Hours Weekday shift work, shift may vary, possible on-call Other duties or projects, as assigned Qualifications Requirements: 5+ years support manager experience Proven escalation management experience People management experience including strong soft skills Very strong verbal and written communication skills (English) Bachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications. Minimum 3 years experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products Working knowledge of networking and security products and enterprise network infrastructure. Required knowledge and experience Networking Experience - VPN technologies such as IPSec and VPN clients Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS) Authentication systems such as LDAP, MS AD etc Knowledge of protocols such as HTTP, SMTP, FTP, DNS Experience with operating systems such as Linux, Unix and Free BSD Network troubleshooting experience - Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analysers such as tcpdump, Wireshark Knowledge of protocols such as HTTP, SMTP, FTP, DNS Working knowledge of Apache and IIS Web Server administration Scripting knowledge (SHELL, Python, Perl) not required, a plus