Location: India (Bangalore | Mohali | Pune | Remote)

Job Description

At Zscaler, we are revolutionizing the way our products empower both our internal teams and end customers through impeccable supportability. We are seeking a self driven and hand-on Product Manager to drive our platform supportability initiatives, ensuring our product can be easily deployed, operated, and troubleshooted. As a custodian of the user experience for our internal teams and a champion for our end customers, you will play a pivotal role in enhancing our product’s operational excellence.

Platform Supportability is one of the key strategic initiatives to help Zscaler, driving scalability for our best-in-class platform. This role holds high visibility, demanding extensive cross-functional collaboration with stakeholders from Product, Engineering, and Customer Success teams. Success in this position hinges on a strong sense of ownership, adeptness in navigating ambiguity, and resilience.

Key Responsibilities

• Develop, implement and execute the comprehensive supportability strategy for improving product supportability, focusing on minimizing operational hurdles and maximizing user satisfaction.
• Collaborate with engineering, support, and customer success teams to gather in-depth insights into support challenges and identify opportunities for product enhancements.
• Drive data-driven decision-making processes, leveraging large volumes of telemetry and user feedback to prioritize supportability features.
• Craft crisp product requirements and roadmaps, articulating both the strategic vision and specific steps required to achieve it.
• Foster a culture of rapid experimentation and iteration, promoting a bias for action to quickly address support challenges.
• Continuously measure the impact of supportability initiatives on user experience and product performance, adjusting strategies as necessary.

Key Competencies & Qualifications:

• Domain/Technical Expertise:
  • Bachelor’s or Master’s degree in Business Administration, Computer Science, Engineering, or related fields.
  • Proficiency in network security and protocols including proxies, firewalls, load balancing, TLS, PKI, HTTP/S, DNS, TCP/IP.
• Leadership & Communications
  • Over 2 years of experience in product management or senior support leadership, with a preference for technical or supportability products.
  • Strong interpersonal and leadership skills, capable of influencing cross-functional teams toward common objectives without direct authority.
  • Proactive problem-solving approach, with the ability to make swift decisions and implement solutions with urgency.
• Product Management
  • Proficient in problem/requirement discovery, translating customer needs into actionable product requirements and garnering internal support.
  • Skilled in hands-on data analytics, from defining hypotheses to data crunching and communicating findings effectively.
  • Experienced in customer engagement, adept at presenting complex topics, managing difficult conversations, and fostering rapport.
  • Hands-on experience with Zscaler products such as ZIA, ZPA, ZDX is a plus.