Director, Product Support (US Public Sector)

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, which is found in our SASE and SSE offerings, 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. 

At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions. We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential. Together, we create a customer-centric culture that fosters success, adoption, and continuous growth.

We're looking for an experienced Director of Product Support (US Public Sector) to join our Support organization. The is a remote position but must be located in the United States to be Federally compliant.  US Citizenship is required to meet federal compliance.  Reporting to the VP of Customer Support (AMS), you'll be responsible for:

• Leadership & Strategy: Lead the Support team in developing and executing scalable strategies to deliver exceptional service to US Public Sector customers, aligning with Zscaler’s performance standards and government compliance requirements
• Operations & Customer Success: 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
• Compliance & Security: Ensure support operations adhere to FedRAMP, FISMA, and government security requirements while collaborating with compliance and security teams to align processes with Public Sector policies and risk management
• Team Development: 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
• Customer Engagement: Build strong relationships with Public Sector customers through strategic alignment, executive communication, and training programs to maximize satisfaction, solution adoption, and continuous improvement

What We're Looking for (Minimum Qualifications)

• 8+ years leading technical support or customer success teams for enterprise SaaS solutions, with experience managing Public Sector accounts highly preferred
• Extensive understanding of FedRAMP, FISMA, and related compliance frameworks impacting government agencies and contractors
• 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

What Will Make You Stand Out (Preferred Qualifications)

• Experience working with federal, state, and local government agencies as customers
• 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

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Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.

The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits.

Base Pay Range$168,000—$240,000 USD

At Zscaler, we believe that diversity drives innovation, productivity, and success. We are looking for individuals from all backgrounds and identities to join our team and contribute to our mission to make doing business seamless and secure. We are guided by these principles as we create a representative and impactful team, and a culture where everyone belongs. For more information on our commitments to Diversity, Equity, Inclusion, and Belonging, visit the Corporate Responsibility page of our website.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!

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.