Director Technical Support
Director Technical Support
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Job Description
Your Career
The Director Global Support will lead the Network Security support organisation as part of the Global Customer Services (GCS) organization. The position encompasses the leadership operational excellence and transformation of our support teams across all support service offerings. Additional areas of focus include partner management and forging deep collaborative relationships with field and sales leadership strong engineering engagement as well as delivering a unified customer experience with peers in the Professional services and Customer Success organisations.
The Support Director will use enterprise technical support industry best practices to drive operations transformation and influence teams both internally and outside of the support organization.
The Director continually evaluates Supports performance to measure success determines opportunities and gaps and drives resolution of prioritized efforts and projects. This position is responsible for driving support KPIs operational health process improvement adoption and implementation and more. Key areas of process management oversight include: case management knowledge management measuring and reporting customer health and satisfaction data quality and integrity product feedback loop compliance etc.
Your Impact
- Drive an operational rigour that meets the needs and requirements of the business and is aligned with global delivery teams
- Establish an energetic and empowered culture that attracts motivates and retains talent
- Understand and take corrective actions based on data analytics operational reporting and analysis
- Enforce established processes create new process where appropriate
- Drive operational improvements through the use of relationship building and high quality data
- Manage Customer Support projects as needed
- Provide professional development for all team members
- Work across the organization to define establish and support crossfunctional solutions
- Establish strong working relationships with peers to drive customeroriented solutions which continually improve their support experience
Qualifications :
Your Experience
- Leading building and developing high performing technical support teams with world class metrics
- Proven Customer focus and advocacy
- Driving collaborative relationships with product development teams with demonstrable outcomes that influence product quality serviceability and supportability
- Forging strong relationships with Sales and Presales organisations
- Unified customer health management experience with Professional Services and Customer Success organisations
- Participate in the development and of transformational projects
- 6 years management experience leading a technical support organization as part of an international 24x7x365 enterprise support organisations
Additional Information :
The Team
Our Technical Support team is critical to our success and mission. As part of this team you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesnt stop once they sign it evolves. As threats and technology change we stay in step to accomplish our mission.
Youll be involved in implementing new products transitioning from old products to new and fixing integrations and critical issues as they are raised in fact youll seek them out to ensure our clients are safely supported. We fix and identify technical problems with a pointed focus on providing the best customer support in the industry.
Our Commitment
Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant accomplish our mission without diverse teams innovating together.
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need please contact us at .
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace and all qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or other legally protected characteristics.
All your information will be kept confidential according to EEO guidelines.
Covid19 Vaccination Information for Palo Alto Networks Jobs
- Vaccine requirements and disclosure obligations vary by country.
- Unless applicable law requires otherwise you must be vaccinated for COVID or qualify for a reasonable accommodation if:
- The job requires accessing a company worksite
- The job requires inperson customer contact and the customer has implemented such requirements
- You choose to access a Palo Alto Networks worksite
- If you have questions about the vaccine requirements of this particular position based on your location or job requirements please inquire with the recruiter.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
