Product Support Specialist (Mandarin-speaking)

About Zscaler Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise, we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Here, impact in your role matters more than title and trust is built on results. We say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive, honest debate—we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession, collaboration, ownership, and accountability. We value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges, and want to be part of the team that’s helping to secure the AI age, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity. Role: We are looking for a Principal Product Manager to join our team. Reporting to the Director, Field Product Management your main focus of this position is to support growing and sustaining Zscaler core businesses revenues, with a special focus on ZIA and ZPA product lines. You will work closely with Product Management and Sales leadership to manage field engagements and provide assistance to Sales Engineers and Architects throughout the customer lifecycle. What you’ll do (Role Expectations) * Partner with Product Management leadership to streamline field operations, ensuring Sales Engineers and Architects have the support needed to successfully execute Proof of Value stages * Support ideation and execution of product strategy around Zscaler platform and core services (ZIA and ZPA) * Work with support leadership to provide timely assistance to large customers in event of escalations and deployment of Zscaler services * Report status of the deals and business crisply and succinctly to multiple stakeholders, product leadership and sales leadership * Actively engage with product and engineering teams to provide feedback on product evaluations and act as a customer advocate Who You Are (Success Profile) * You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful. * You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. True ownership involves leveraging dynamic range: the ability to navigate seamlessly between high-level strategy and hands-on execution. * You are a problem-solver. You love running towards the challenges because you are laser-focused on finding the solution, knowing that solving the hard problems delivers the biggest impact. * You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust. * You are a learner. You have a true growth mindset and are obsessed with your own development, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose. What We’re Looking for (Minimum Qualifications) * Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain * Experience managing a pre-sales team as a hands-on technical leader, or working as a Product Specialist or in an outbound Product Management role * Experience working in a platform company to assist with growing and sustaining revenue * Deep understanding of SWG, ZTNA, proxies, firewalls, VPN, data path technologies, and authentication/identity protocols such as SAML and SCIM * Ability to work in a fast-paced environment and track engagement and activity using project management tools What Will Make You Stand Out (Preferred Qualifications) * Experience designing, scaling, or securing AI-driven threat detection and automated policy generation capabilities within cloud security platforms * Deep understanding of Internet and Network protocols such as TCP, UDP, HTTP, DNS, SSL etc * Excellent communication skills combined with strategic insight into how enterprise customers leverage digital transformation, automation, and evolving data integration patterns to drive business value #LI-LK2  #LI-Hybrid At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure. 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! Learn more about Zscaler's hybrid working model and benefits here. 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 committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered 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 characteristic 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. 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.

WHO WE ARE ABOUT STRIPE Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world's largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. ABOUT THE TEAM The Enterprise Product Support team directly supports our largest and fastest-growing users, partnering with them to grow their business. We actively seek and capitalize on opportunities to meet and exceed their service expectations, working to impress the trendsetters and remove obstacles from their path. The team is there when users need us but also there proactively — before they even realize they need support. WHAT YOU'LL DO The Enterprise Product Support team is growing to support Stripe users for the next decade. We are looking for dynamic and curious people who have a passion for solving global user issues, building operations, and driving process improvements, and who want to play a front-line role in building this new operational capability for Stripe and accelerating Stripe's growth. In this role, you will recruit, manage, and develop a group of Operations Associates who are focused on supporting Stripe's Enterprise users. You will cultivate the happiness of your team members while guiding them to be the best they can be, through feedback, coaching, mentoring, and advocacy within the organization. This means helping to set team goals, and using metrics to efficiently measure and guide team performance in pursuit of those goals. To be a fit, you will have a strong operations mindset, be able to move quickly, and be passionate about delivering an incredible user experience. RESPONSIBILITIES • Guide the organization to design and deliver incredible user experiences globally and in the Asia-Pacific region. • Recruit, manage, coach, and develop a team of Enterprise Support Specialists. • Drive strong operational delivery and process improvement, helping to mitigate risk while balancing operational efficiency and user impact. • Identify gaps in current systems, policies, and strategies, and recommend enhancements and process improvements to mitigate risks. • Build a great culture and ensure team members are happy, effective, and growing in their careers. • Set clear goals and direction, and provide regular feedback on team members' performance. • Be data-driven in your analysis of performance, and in your decision-making. • Transmit and foster our values, serving as a beacon of Stripe's user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment. WHO YOU ARE We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. MINIMUM REQUIREMENTS • 8+ years of experience leading operations support teams. • Experience working cross-functionally with multiple teams to deliver high-impact initiatives. • Experience in delivering weekly and monthly business metrics and reporting. • Excellent written and verbal communication skills. • An ability to partner effectively with internal stakeholders. • Background of identifying and remediating quality gaps in team performance. • Passion for process improvement and innovation. • Ability to periodically work a weekend day for which you will receive a weekday off. PREFERRED QUALIFICATIONS • Experience in building and scaling support teams. • Experience in expanding vernacular language operations. • Strong operational background including experience with new process launches and service delivery in a high-growth technology company.