Position: Manager of Sustaining Engineering
Location: San Jose, CA or West Coast USA or Burnaby, Canada

For over 10 years, Zscaler has been disrupting and transforming the security industry. Our cloud platform delivers security and access management as a service through 150 global data centers to securely connect users to their applications, regardless of device, location, or network in over 185 countries protecting over 3,900 companies and have detected 100 Million threats/day.

We work in a fast-paced, dynamic, and make it happen culture. Our people are some of the brightest and passionate in the industry that thrive on being the first to solve problems. We are always looking to hire highly passionate, collaborative, and humble people that want to make a difference.

Zscaler is looking for a highly motivated and talented Manager of Sustaining Engineering to work on Zscaler Private Access in the Emerging Technology product group.

Sustaining Engineering Manager is a role encompassing multiple aspects of support issues, escalations, and technical leadership. This position includes responsibilities for liaising between Engineering organization and support organization in meeting our relentless goals of customer first culture.

Responsibilities/What You’ll Do:

• Customer-focused and highly driven to solve real problems for customers
• Manage day to day customer reported issues/escalations and thrive to improve resolution times 
• Provide a roadmap of product enhancements to reduce support incidents and escalations to improve service levels
• Provide Weekly, Monthly reports, response times and service levels based on support incidents and escalations
• Represent engineering organization on support and escalation calls with customers
• Ensure highly available services with zero downtime. Be responsible for supporting customers in partnership with the engineering and operations teams
• Drive HOTfixes and patch releases as needed to maintain the desired level of service for our customers
• Ensure that you maximize the productivity of engineering organization to grow the business while providing world class service and support to our customers
• Passionate about supporting a best in class product with a focus on RAS – Reliability, Availability, and Scalability.

• Contributing to talent hiring, people skill development, setting objectives and goals

Qualifications/Your Background:

• 8+ years of hands-on experience in managing sustaining teams and providing support for enterprise products/services 
• Experience in dealing with products built using C and Java
• Experience with working cross-functionally like DevOps, Engineering, and Support
• Ability to work with a customer through a critical escalation on behalf of engineering organization
• Excellent communication skills - both orally and written to communicate effectively with customers and cross-functional teams

Educational qualification:

• MS or equivalent with 8 years of experience. 

Why Zscaler?

• Zscaler is the world’s leading software-as-a-service security platform
• We deliver best of breed security services with unprecedented scale
• 100 Million threats detected a day across 185+ countries
• Glassdoor rating of 4.7/5.0 + 98% CEO Approval = Exceptional place to work!

People who excel at Zscaler are smart, motivated and share our values. Ask yourself: Do you want to team with the best talent in the industry? Do you want to work on disruptive technology? Do you thrive in a fluid work environment? Do you appreciate a company culture that enables individual and group success and celebrates achievement? If you said yes, we’d love to talk to you about joining our award-winning team.
Learn more at zscaler.com or follow us on Twitter @zscaler. Additional information about Zscaler (NASDAQ: ZS ) is available at http://www.zscaler.com.
All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.
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