About Zscaler

Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. 

Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler. 

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.

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 proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. All qualified applicants will receive consideration 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 characteristics 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. For additional information about the federal requirements, click here.

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.

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