Manager, Technical Customer Support

Your Career

Palo Alto Networks is looking for an experienced enterprise support delivery manager. You will be responsible for enabling customer success with our award-winning network security products. In this high growth business scaling optimization dynamic spirit and sustained performance are the essentials. The Support Delivery team is a high-performance group of engineers supporting business critical customer environments. You will be responsible for the front line support delivery team and are expected to implement and optimize performance that will keep Palo Alto Networks at the forefront in the industry.

Your Impact

• Lead daily operations of a team of Technical Support Engineers in line with the organizational goals and objectives
• Provide customer support as a strategic differentiator for Palo Alto Networks helping drive customer loyalty reference ability and repeat business
• Ability to achieve the customer satisfaction goals which is the single most important measurement of the support organization and the best way to measure our ability to achieve our mission to Make our customers successful
• Ensure that engineers have the resources and processes necessary to ensure success and performance through release cycles
• Mature and experienced guidance and direction to the team to deliver on goals and objectives and maximize engineer opportunity to exceed targets and earn rewards and recognition
• Provide appropriate technical and soft skills training and mentoring
• Ensure training is effectively addressing our goal to create a learning environment and maximizing customer satisfaction levels
• Create consistent onboarding training programs are used and delivered effectively
• Propagate Goals & Objectives - Set team goals in-line with overall organizational goals. Set specific goals for direct reports
• Perform annual reviews of all direct reports - set quarterly goals and provide regular feedback on performance with respect to agreed upon goals
• Customer Escalation Management triage prioritize issues negotiate customer priorities and manage expectations
• Build strong working relationships with sales customers and partners

Qualifications :

Your Experience 

• 8 years in technical support with at least 3 years experience in a management OR lead role in a TAC environment 
• Technical experience in the Endpoint and Cloud Security Industry is preferred
• Proven work experience as a people manager
• Superior project management skills
• Demonstrated ability to effectively manage escalations of complex problems prioritize a demanding workload delegate appropriately and deliver results under pressure
• Validated leadership skills including effective oral and written communication performance management issue/conflict resolution negotiation motivating others forecasting and planning
• Knowledge of Enterprise Endpoint  technologies security and cutting-edge infrastructures
• Enterprise support and service delivery experience preferred 

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 $118000/YR - $191500/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.