Zscaler - Manager, Focal Support- AMS

• 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. • 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 • 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.