Manager - Technical Customer Support

Manager, Focal Support- AMS

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 a Manager, Focal Support to join our GCS team. This is a hybrid role based in Bangalore, reporting to the Director, Focal Support. The Manager, Focal Support Team is responsible for leading a high-performing team of senior support engineers who provide deep-dive technical support, ownership of complex escalations, and white-glove service for strategic customers. This manager ensures timely resolution of high-impact customer issues, orchestrates cross-functional collaboration with Technical Success, Engineering, and Product teams, and drives operational excellence during their respective functional working hours.

What you’ll do (Role Expectations)

• Lead and develop a team of Focal Support Engineers, fostering a culture of accountability, empathy, and technical excellence
• Oversee the resolution of complex technical cases and act as the executive point of contact for severe customer incidents within the region
• Orchestrate cross-functional collaboration with Engineering and Product Management to ensure root cause analysis and preventive action plans
• Monitor key support metrics including SLA adherence and CSAT to drive process improvements and organizational scalability
• Build strong relationships with strategic enterprise customers as a trusted partner for operational and technical interactions

Who You Are (Success Profile)

• You are a seasoned leader who thrives on coaching technical talent and building a culture of high performance and continuous improvement.
• You are a decisive problem-solver who can navigate high-pressure customer escalations with clarity, empathy, and a focus on resolution.
• You are a strategic thinker who utilizes data and support metrics to identify trends and drive operational excellence.
• You are a collaborative partner capable of influencing cross-functional stakeholders to deliver the best outcomes for our customers.
• You are an exceptional communicator who can translate complex technical challenges into actionable insights for both customers and internal executives.

What We’re Looking for (Minimum Qualifications)

• 5+ years of technical support or operations experience with at least 2 years in a leadership or management capacity
• Strong technical proficiency in networking protocols including TCP/IP, DNS, VPNs, and firewalls
• Experience with cloud-based services or cybersecurity products such as SASE, Zero Trust, or SWG
• Proven track record of managing complex customer escalations and resolving high-impact technical issues
• Excellent communication skills with the ability to lead effectively in a fast-paced, globally distributed environment

What Will Make You Stand Out (Preferred Qualifications)

• Prior experience supporting large-scale enterprise customers within a global "follow-the-sun" support model
• Deep familiarity with Zscaler products or equivalent cloud security technologies
• Professional certifications such as CCNA/CCNP, CISSP, or incident management framework credentials

#LI-Hybrid #LI-SU1

At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

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

Learn more about Zscaler’s Future of Work strategy, hybrid working model, and benefits here.

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.

Experience Level

Mid Level