About the position
Zscaler is looking for an experienced Director, Designated Support to join our Support organization. This is a hybrid role, with the expectation of being in the Plano office 3 days a week minimum. You'll be responsible for leading the Support team in developing and executing scalable strategies to deliver exceptional service to our customers in the program, aligning with Zscaler's performance standards and government compliance requirements. You will oversee support workflows, incident management, and SLA commitments while advocating for customer needs with internal teams to improve resolutions, prioritize technical enhancements, and fulfill mission-critical demands. Additionally, you will ensure support operations adhere to the customer's requirements for security, data handling, and operations. You will also recruit, mentor, and grow a high-performing Support team with scalable staffing models to address Public Sector customer needs, proactive issue mitigation, and advanced technical support requirements. Building strong relationships with our customers through strategic alignment, executive communication, and training programs to maximize satisfaction, solution adoption, and continuous improvement is also a key part of this role.
Responsibilities
- Lead the Support team in developing and executing scalable strategies to deliver exceptional service to customers.
- Oversee support workflows, incident management, and SLA commitments.
- Advocate for customer needs with internal teams to improve resolutions and prioritize technical enhancements.
- Ensure support operations adhere to the customer's requirements for security, data handling, and operations.
- Recruit, mentor, and grow a high-performing Support team.
- Build strong relationships with customers through strategic alignment and executive communication.
Requirements
- 8+ years leading technical support or customer success teams for enterprise SaaS solutions.
- Experience managing Public Sector accounts highly preferred.
- Extensive understanding of customer requirements, networks, and compliance needs.
- Proven ability to build, inspire, and lead high-performing teams.
- Strong executive communication, relationship management, and cross-functional collaboration skills.
- Strong proficiency in cloud security technologies, networking protocols, and IT infrastructure.
Nice-to-haves
- Familiarity with Zscaler's solutions or comparable cloud security platforms.
- Relevant security certifications such as CISSP, CCSP, or ITIL.
- Proficiency in leveraging CRM and ticketing systems such as Salesforce, ServiceNow, or Zendesk.
Benefits
- Various health plans
- Time off plans for vacation and sick time
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks, and more!
