Director – Designated Support

8+ years leading technical support or customer success teams for enterprise SaaS solutions, with experience managing Public Sector accounts highly preferred
Extensive understanding of our customer’s requirements, networks and compliance needs
Proven ability to build, inspire, and lead high-performing teams while driving accountability and operational excellence
Strong executive communication, relationship management, and cross-functional collaboration skills, with experience working in matrixed organizations
Strong proficiency in cloud security technologies, networking protocols, and IT infrastructure, with a proven ability to troubleshoot complex issues, craft actionable plans, and deliver innovative solutions in challenging scenarios

Lead the Support team in developing and executing scalable strategies to deliver exceptional service our customers in the program, aligning with Zscaler’s performance standards and government compliance requirements
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
Ensure support operations adhere to the customer’s requirements for security, data handling and operations
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
Build strong relationships with our customers through strategic alignment, executive communication, and training programs to maximize satisfaction, solution adoption, and continuous improvement

Familiarity with Zscaler’s solutions or comparable cloud security platforms
Relevant security certifications such as CISSP, CCSP, or ITIL are a plus
Proficiency in leveraging CRM and ticketing systems such as Salesforce, ServiceNow, or Zendesk