Manager, Technical Customer Support, Focused Services, Cortex

Palo Alto Networks • Plano, TX

4h • $137,400 - $222,200 • Onsite

About The Position

As a Manager of Technical Customer Support, Focused Services you will lead a team of Designated Support Engineers dedicated to securing our clients' digital environments. You will be responsible for the daily operations of your team, guiding them to identify and resolve complex network issues for established clients. Your leadership will ensure your team achieves its goals, meets customer needs, and drives customer retention and endorsement.

Requirements

• Bachelor's degree with 8 years of experience, or Master's degree with 6 years of experience, or equivalent practical experience.
• Minimum of 3 years of experience in a management or team lead role within a high-touch technical support environment.
• Demonstrated experience in crisis management and leading technical escalations for enterprise customers.
• Experience with incident response and troubleshooting in network security, cloud security, or enterprise IT environments.

Nice To Haves

• Direct technical experience in the Endpoint and Cloud Security industry, specifically with Cortex or similar XDR/EDR solutions.
• Advanced knowledge of Enterprise Endpoint technologies and modern security infrastructures.
• Experience collaborating with Sales, Product, and Engineering teams to improve product supportability.
• Familiarity with ITIL frameworks and proficiency with case management systems (e.g., Salesforce, JIRA) and AI-driven analytics.

Responsibilities

• Lead the daily activities of a team of Designated Support Engineers, ensuring alignment with company goals and providing necessary resources and streamlined processes.
• Drive team performance through mentorship and goal setting, providing actionable feedback and facilitating regular training to foster professional and technical growth.
• Act as a primary escalation point, supporting engineers in solving complex customer issues while managing customer priorities and expectations.
• Proactively engage in customer Quarterly Business Reviews (QBRs), providing insights on support best practices and reinforcing the value of our services.
• Lead Post-Incident Reviews (PIRs) to identify root causes, document lessons learned, and drive continuous process improvements across the team.
• Collaborate with key stakeholders across Sales, Engineering, and Product teams to ensure seamless service delivery and improve product supportability.
• Proactively manage case and account-level escalations using AI-driven insights and prediction models to anticipate and resolve potential issues.
• Manage and participate in a support schedule that includes mandatory weekend, holiday, and on-call rotational coverage to ensure continuous customer support.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees