Manager, Technical Support Engineering

Zscaler
Tokyo
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Ownership","Problem-solving","Collaboration","Integrity","Growth mindset"]

Lead and manage the Product Support team to drive operational goals, coach teammates, and enable effective customer support during incidents and complex technical issues. Collaborate across Support, Engineering, Ops, and Sales, and partner with Customer Success Managers on client project and engagement plans. Bring technical leadership to major incidents, resolve lingering issues, and help improve how frontline teams meet customer needs.

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FursaFursa
Zscaler
Zscaler
4 hours ago

Manager, Technical Support Engineering

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Lead and manage the Product Support team to drive operational goals, coach teammates, and enable effective customer support during incidents and complex technical issues. Collaborate across Support, Engineering, Ops, and Sales, and partner with Customer Success Managers on client project and engagement plans. Bring technical leadership to major incidents, resolve lingering issues, and help improve how frontline teams meet customer needs.
Location: Tokyo
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Set operational goals and work plans and delegate assignments to the team.
  • •Coach, support, and motivate the Product Support team to improve performance and customer outcomes.
  • •Collaborate with Support, Engineering, Ops, and Sales to align on technical and customer initiatives.
  • •Partner with Customer Success Managers to support client project and engagement plans and provide technical leadership in major incidents.
  • •Resolve the most difficult technical issues and lingering client problems.

Pay and Benefits

Perks:Health InsurancePaid LeaveParental LeaveLearning Budget

Key Requirements

  • •Manage teams of up to 15 members with 5+ years of people-management experience.
  • •Minimum university degree in IT or a related field.
  • •Detailed working knowledge of web-based security and network infrastructure, including Security Proxies (NGFW, SSL/IPSec VPNs) and firewalls.
  • •Demonstrated customer management skills during and after incident response.
  • •Strong technical leadership during customer incidents and resolution of difficult technical issues.
Experience:CybersecurityCustomer supportIncident responseNetwork security
Education:Bachelor's in IT
Skills:OwnershipProblem-solvingCollaborationIntegrityGrowth mindset
Certifications:CISSPCCIECCNPJNCIEMCSE
Tech Stack:Web-based securityNetwork infrastructureSecurity ProxiesNGFWSSL/IPSec VPNFirewallsIncident response

Company Brief

Zscaler
Provides cloud-native security platform delivering secure access, threat protection, and zero trust services to organizations, enabling secure internet and private application access without traditional network appliances.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 2007
WebsiteLinkedIn