Manager, Technical Customer Support, Focused Services

Your Career

Its not about making a sale. Its about providing the most secure environment for our customers digital transactions. In this role youll continue building on our mission by helping secure our clients environment and ensure their repeat business and future endorsement. You will be in charge of leading a technical support team that will help identify and fix complex issues in our established clients networks while handling critical issues through your teams support. Youll be responsible for the daily operations of your team to ensure they achieve their goals while meeting the needs of the customers. 

Your Impact:

Operational Leadership and Team Management:

• Guide the daily activities of a team of Designated Support Engineers ensuring alignment with company goals and objectives. Provide the team with the necessary resources tools and streamlined processes for sustained performance and efficiency
• Mentor and guide engineers to enhance both technical expertise and soft skills. Facilitate regular training opportunities tailored to both technical and professional growth setting clear team goals that align with broader organizational objectives
• Conduct annual performance reviews providing actionable feedback and mentorship to help team members exceed expectations

Technical Oversight and Customer Engagement:

• Support engineers in solving complex customer issues effectively prioritizing negotiating customer priorities and setting clear expectations for outcomes
• Proactively engage in Quarterly Business Reviews (QBRs) with customers providing insights on support best practices and participating in business development discussions to underline the value of services offered
• Lead Post-Incident Reviews (PIRs) to identify root causes document lessons learned and drive process improvements

Strategic Collaboration and Accountability:

• Build and maintain strong relationships with key stakeholders across Sales Engineering Product and leadership teams. Work closely with the Business Operations Manager to ensure seamless service kick-offs
• Oversee trend analysis on support cases identifying recurring issues and collaborating with cross-functional teams to implement long-term solutions
• Be 100% accountable for the customers managed within the team taking ownership of all pre-sales and post-sales decisions

Change and Crisis Management:

• Spearhead change initiatives ensuring smooth transitions and high performance through effective communication and support
• Anticipate and proactively manage escalations at the case and account levels using AI-driven insights and prediction models

Qualifications :

Your Experience:

Leadership and Management:

• 8 years in technical support with at least 3 years managing high-performing teams in a high-touch or white-glove support environment
• Strong mentorship skills demonstrated through coaching engineers setting ambitious goals and driving performance improvements
• Exceptional problem-solving and crisis management skills focusing on customer advocacy and improving service response and resolution timelines

Technical Expertise and Problem Solving:

• Expertise in handling incidents and troubleshooting in network security cloud security or enterprise IT environments
• Experience in Network and Cloud Security industries with familiarity in network infrastructure components such as routers switches firewalls and VPN solutions (Checkpoint Juniper (Netscreen) Fortinet Cisco)

Collaboration and Communication:

• Experienced in working with Sales Product and Engineering teams to refine support strategies and improve product supportability
• Excellent communication skills with strong executive presence adept at managing stakeholder relationships leading high-level customer engagements Post-Incident Reviews (PIRs) and Quarterly Business Reviews (QBRs)
• Skilled in AI-driven analytics ITIL frameworks and using case management systems (e.g. Salesforce ServiceNow JIRA). Proficient in conducting trend analysis for proactive support

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 will fix 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 of providing the best customer support in the industry.

Compensation Disclosure

The compensation offered for this position will depend on qualifications experience and work location. For candidates who receive an offer at the posted level the starting base salary (for non-sales roles) or base salary commission target (for sales/commissioned roles) is expected to be between $136000/YR - $221000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

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.

Is role eligible for Immigration Sponsorship No. Please note that we will not sponsor applicants for work visas for this position.