Director AI/ML - Performance & Supportability

About Zscaler

Serving thousands of enterprise customers around the world including 45% 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 worlds 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.

Our Engineering team built the worlds largest cloud security platform from the ground up and we keep building. With more than 100 patents and big plans for enhancing services and increasing our global footprint the team has made us and our multitenant architecture todays cloud security leader with more than 15 million users in 185 countries. Bring your vision and passion to our team of cloud architects software engineers security experts and more who are enabling organizations worldwide to harness speed and agility with a cloud-first strategy.

Were looking for an experienced Director of Software Engineering to join our ZDX team. This role is critical to ensuring that ZDX delivers a fast reliable and user-centric experience across the globe. Youll shape the strategy grow and coach teams and work cross-functionally to drive improvements in product performance and operational supportability. Reporting to the Vice President Software Development Engineering youll be responsible for:

• Defining and executing the performance and supportability roadmap for ZDX aligning with customer needs and business goals
• Building and scaling high-performing engineering and product teams focused on telemetry root cause analysis and end-to-end service quality
• Driving a customer-first culture by advocating for frictionless experiences rapid incident resolution and intelligent insights
• Partnering with cross-functional leaders in product support engineering and SRE to close feedback loops and accelerate issue resolution
• Bringing clarity to complex problems prioritizing areas of impact and simplifying the support process through automation and AI

What Were Looking for (Minimum Qualifications)

• 14 years of experience in product engineering platform engineering or cloud/SaaS infrastructure and at least 5 in a leadership role
• Proven track record of building and scaling distributed systems with a focus on performance and reliability
• Strong technical foundation and the ability to deep dive into architecture telemetry pipelines and incident workflows
• Experience leading multi-functional teams and partnering with support and SRE to deliver customer-impacting solution
• Experience building deploying and tuning Machine Learning Models and algorithms

What Will Make You Stand Out (Preferred Qualifications)

• Experience with digital experience monitoring (DEM) AIOps or customer support observability tools
• Experience with networking protocols (L4 to L7)
• Experience building systems with Transformer Models and LLMs

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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:

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.