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About the Role

Lead resolution of critical customer escalations and high-impact service incidents, partnering across teams to drive action plans, executive communications, and post-incident improvements for customers in Japan and Asia-Pacific.

Responsibilities

• Manage critical customer escalations and high-impact service incidents for customers in Japan.
• Lead cross-functional response efforts for timely resolution.
• Establish action plans, communication cadences, stakeholder roles, and resolution milestones.
• Translate technical issues into clear business impact, risk, and customer-facing messages for all stakeholders.
• Drive post-incident reviews, track corrective/preventive actions, and identify recurring themes for improvement.

Requirements

• Business-fluent Japanese and English, with executive-level communication ability.
• Experience managing critical issues in a cross-functional environment, collaborating with sales, customers, and partners.
• Ability to communicate effectively about the product from engineering to executive levels.
• Background in cybersecurity, network security, SaaS, or cloud operations.
• 8+ years of experience in customer-facing roles (incident management, escalation management, technical account management, service delivery, support leadership, or critical situation management).
• Strong ability to influence, negotiate, and delegate across cross-functional teams.
• Demonstrated ability to lead and motivate in complex, high-pressure environments.
• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent practical experience.

Skills

• Calm, decisive leadership in high-pressure situations.
• Strong cross-functional partnership and alignment building.
• Clear, credible communication tailored for technical and executive audiences.
• Customer-focused problem-solving with ownership and sound judgment.
• Organized operation, balancing priorities with attention to detail and follow-through.

Location

• Tokyo, Japan
• Hybrid

Work Type

• Hybrid

Experience Level

• 8+ years of experience

Education Level

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent practical experience

Benefits

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

About the Company

• Zscaler accelerates digital transformation to ensure customers are agile, efficient, resilient, and secure.
• As an AI-forward enterprise, Zscaler leverages the world’s largest security data lake to power its cloud-native Zero Trust Exchange platform.
• This innovation protects customers from cyberattacks and data loss by securely connecting users, devices, and applications anywhere.
• Zscaler seeks innovators who actively use AI to amplify their impact and thrive in an environment leveraging intelligent systems to stay ahead of evolving threats.
• The company believes in transparency and values constructive, honest debate to achieve the best ideas faster.
• Zscaler builds high-performing teams that make an impact quickly and with high quality.
• The company is building a culture of execution centered on customer obsession, collaboration, ownership, and accountability.
• Zscaler values high-impact, high-accountability with a sense of urgency, enabling employees to do their best work and embrace their potential.
• Join Zscaler to help secure the AI age and shape the future of cybersecurity.
• Zscaler is committed to building a team that reflects the communities and customers served.
• The company fosters an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging.
• Zscaler's mission is to make doing business seamless and secure.

Equal Opportunity

• Zscaler is committed to providing equal employment opportunities to all individuals.
• The company strives 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.
• Zscaler is committed to providing reasonable support (accommodations or adjustments) in 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.