Technical Partner Manager

Your Career

Technical Partner Manager
The Technical Partner Manager (TPM) will be responsible for ensuring that our Authorized
Professional Services (APS) Partners will be able to meet and exceed the stringent
requirements of our APS Program. The TPM will primarily be responsible for driving
improvements within their theater by identifying opportunities for upskilling partner capabilities
through Statement of Work (SOW) Service Engagement Form (SEF) and technical case
reviews. Once opportunities are identified the TPM will work with the appropriate Partner
Services Manager to devise a training plan that helps close the identified gaps.

TPMs will be required to have a thorough understanding of APS Program metrics and will utilize
those metrics to analyze partner performance. When received the TPM will review delivered
SOW/SEFs submitted to Palo Alto Networks by the Authorized Professional Services partner to
determine technical skills gaps by that partner which resulted in deployment assistance failed
deployment and/or a technical case being escalated to our Technical Assistance Center (TAC)
within the initial 30-60 days. Once those details are identified the TPM will review necessary
training against available training and will work with the PSM to determine an appropriate
training path for the partners whose cases were evaluated as well as provide recommendations
to the appropriate Palo Alto Networks teams for necessary content.

Additionally TPMs may be asked to review or engage on escalations received by the field
(Field Escalations or FEs) or by APS Partner engineers (Customer Escalations or CEs). A
detailed case summary may need to be prepared as part of this engagement.
A successful TPM will need to effectively communicate with various teams including Partner
Services Professional Services TAC engineers and leadership and partner personnel. This
individual will need to have excellent soft skills to be highly adaptable proactive and possess
analytical and technical skills.

Your Impact

Perform SOW/SEF reviews and case scrubs across partners countries and territories to
determine technical cause for the case
Utilize Tableau Salesforce and scorecards to determine potential areas of improvement
Create detailed analysis and reports on findings from case scrubs and other
investigations as to the reasons why partners are opening cases
Identify operating strategies that help partners gain technical skills to contribute to
realizing the corporate strategic goal of expanding our partner ecosystem.
Help Identify develop and implement operational processes for the team including
program auditing and coaching process improvement and adherence and training.
Develop and apply analytics that identifies areas of improvement opportunities;
recommend processes that help close identified partner performance gaps.
Develop implement and deliver innovative enablement strategies to ensure consistently
excellent APS Partner service delivery interactions.
Develop deliver and maintain peer to peer internal methodology enablement to assist in
creating high functioning teams within the working theater of focus.

Analyze metrics to identify opportunities for improvement with respect to APS Partner
performance program objectives etc.
Communicate effectively with partners stakeholders and colleagues to drive
performance excellence within the APS program.
Gain a detailed understanding of our APS program its metrics and the behaviors that
lead to excellent customer experiences
Participate in the APS LIVECommunity site providing technical assistance and provide
recommendations to partner engineers regarding tools use best practices KB
recommendations etc.

Qualifications :

Your Experience 

BA/BS in computer science or equivalent (MBA a plus) or similar experience
2 years experience in Palo Alto Networks professional services with a deep
understanding of our products - with a history of strong performance
Detailed technical experience in the installation configuration and operation of high-end
firewall appliances ideally our products
Deep understanding of different security threats internet protocols and applications
Detailed technical experience in the installation configuration and operation of high-end
firewall appliances ideally our products
Knowledge on Cortex products specifically Cortex XDR Cortex XSOAR and/or Cortex
XSIAM strongly preferred
Knowledge of SASE products (Prisma Access Prisma SD-WAN a strong bonus!
Strong TCP/IP networking skills
Can effectively handle many different tasks at a time
Extensive background in internetworking LAN and WAN technologies required
Excellent interpersonal and teamwork skills
Self-motivated and detail oriented with the ability to think and act strategically
Strong written and verbal communication skills
Strong problem-solving analytical and negotiating skills
Ability to work in a fast-paced environment a must
Ability to work with a diverse group of people of different skills backgrounds
organizations and management levels
Ability to become a Trusted Advisor: provides advice across multiple areas of expertise
and builds broader capability
Fluent in written and spoken English

Additional Information :

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.

Covid-19 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 in-person 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.

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.