Manager Technical Support
Share
Job Location:
Monthly Salary:
Posted on:
06-11-2025
Vacancies:
1 Vacancy
Job Summary
Your Career
Its not about making a sale. Its about providing the most secure environment for our customers digital 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 Technical 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
Provide weekend and holiday on-call support on an as-needed basis
Qualifications :
Your Experience
Leadership and Management:
8 years in technical support with at least 3 years experience in a management OR lead role 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 timeline
Technical Expertise and Problem Solving:
Expertise in handling incidents and troubleshooting in network security cloud security or enterprise IT environments
Experience in Endpoint and Cloud Security industries familiarity in Cloud services providers (AWS Azure GCP Oracle etc) and understanding of how Support engineering works in SaaS business model
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.
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.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
Our enterprise security platform detects and prevents known and unknown threats while safely enabling an increasingly complex and rapidly growing number of applications. Come be part of the team that redefined the firewall industry and is now the fastest-growing security company in hi ... View more
