Manager, Technical Customer Support, Cloud

Palo Alto Networks•Santa Clara, CA

11h•$130,200 - $210,575

About The Position

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.

Requirements

7+ years in technical support, with at least 2 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 timelines
Strong understanding of cloud security principles and best practices.
Experience with cloud platforms such as AWS, Azure, or GCP.
Broad technology experience, including knowledge of Kubernetes concepts such as pods, services, deployments, working with container runtimes such as docker and containers, experience with CI/CD processes (Jenkins, Azure DevOps, etc) container environments, security processes, cloud risk and compliance, and public clouds.
Expertise in integrating with diverse technologies and vendor solutions such as SSO, SIEM, APIs, Container Registries.
Have a good understanding of core networking protocols, specifically the TCP/IP stack, DNS, and load balancing.
Possess a firm grasp of security frameworks and encryption protocols, including SSL/TLS certificates and identity management.
Experience 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
Proven proficiency in synthesizing raw operational data into actionable insights. Expert at running complex reports and performing trend analysis on case volumes, resolution times, and service bottlenecks.

Responsibilities

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
Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.