Manager, Technical Customer Support, Focused Services

Palo Alto Networks•Office - USA - TX, TX

11d•$130,600 - $211,200•Onsite

About The Position

In this role, you’ll continue building on our mission by helping secure our clients’ environment, ensuring their repeat business and future endorsement. As the Manager, Technical Customer Support, Focused Services, you will lead, empower, and build trust within a technical support team of Designated Support Engineers to identify and resolve complex issues in our established clients’ networks. Combining deep technical aptitude with a strategic mindset, you will manage critical situations with strong resilience and composure under pressure. You will oversee the daily operations of your team to ensure they achieve bold performance goals with a focus on quality and accuracy, while remaining relentlessly focused on the needs of the customer to create lasting value.

Requirements

8+ years of experience in technical support, including at least 3 years in a management or lead role within a high-touch or white-glove support environment.
Proven capability to plan strategically, empower others, coach engineers, and drive exceptional performance metrics.
Exceptional problem-solving skills and crisis leadership, with a strong resilience when managing critical customer situations to improve service resolution timelines.
Deep technical domain expertise in troubleshooting and incident management within network security, cloud security, or enterprise IT environments.
Strong background working alongside Sales, Product, and Engineering teams to optimize support strategies and improve product supportability.
Outstanding communication and presentation skills, maintaining composure and a strong executive presence when engaging senior stakeholders, leading high-level customer interactions, PIRs, and QBRs.

Nice To Haves

Industry background in the Network and Cloud Security sectors, with a strong technical aptitude for infrastructure components like routers, switches, firewalls, and VPN solutions (e.g., Checkpoint, Juniper/Netscreen, Fortinet, Cisco).
Proficiency with ITIL frameworks, AI-driven analytics, and utilizing enterprise case management systems such as Salesforce, ServiceNow, or JIRA to optimize efficiency.
Strong analytical capability to manage time, focus on the details, and conduct trend analysis for proactive, innovative customer support.

Responsibilities

Guide the daily activities of your team, ensuring alignment with organizational objectives.
Provide necessary resources, tools, and streamlined processes to build team autonomy and trust.
Mentor engineers on technical aptitude and soft skills, facilitate professional training opportunities to connect day-to-day actions with our broader purpose, and conduct annual performance reviews that drive high performance under pressure.
Support engineers in diagnosing and resolving complex issues, prioritizing work, and setting clear, realistic expectations for outcomes.
Lead Post-Incident Reviews (PIRs) to cultivate continuous learning from setbacks.
Proactively engage in Quarterly Business Reviews (QBRs) with customers, displaying executive presence while providing support best practices and creating lasting value.
Build and maintain cooperative relationships across Sales, Engineering, Product, and leadership teams to achieve common goals.
Partner with the Business Operations Manager for seamless service kick-offs.
Focus on operational details by overseeing case trend analysis, focusing on quality and accuracy, and collaborating across teams to implement long-term, innovative solutions.
Take 100% accountability for pre-sales and post-sales decisions within your team's account portfolio.
Spearhead change initiatives, adapting strategies smoothly through transparent, clear communication.
Anticipate and proactively manage account-level escalations using AI-driven insights and prediction models.
Maintain operational availability under pressure, including mandatory weekend, holiday shift work, and on-call rotational coverage.