Manager, Technical Customer Support, Focused Services

Palo Alto Networks • Plano, TX

169d • $136,000 - $221,000

About The Position

At Palo Alto Networks, we are committed to being the cybersecurity partner of choice, protecting our digital way of life. In this role, you will lead a technical support team responsible for securing our clients' environments and ensuring their satisfaction. You will guide the daily operations of your team, mentor engineers, and engage with customers to solve complex issues. Your impact will be felt through operational leadership, technical oversight, and strategic collaboration with various stakeholders.

Requirements

• 8+ years in technical support, with at least 3 years managing high-performing teams.
• Strong mentorship skills demonstrated through coaching engineers and driving performance improvements.
• Exceptional problem-solving and crisis management skills.
• Expertise in handling incidents and troubleshooting in network security, cloud security, or enterprise IT environments.
• Experience in Network and Cloud Security industries, with familiarity in network infrastructure components.
• Excellent communication skills with strong executive presence.
• Skilled in AI-driven analytics, ITIL frameworks, and using case management systems.

Responsibilities

• Guide the daily activities of a team of Designated 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.
• Conduct annual performance reviews, providing actionable feedback and mentorship.
• Support engineers in solving complex customer issues and setting clear expectations for outcomes.
• Engage in Quarterly Business Reviews (QBRs) with customers, providing insights on support best practices.
• Lead Post-Incident Reviews (PIRs) to identify root causes and drive process improvements.
• Build and maintain strong relationships with key stakeholders across Sales, Engineering, Product, and leadership teams.
• Oversee trend analysis on support cases and collaborate with cross-functional teams to implement long-term solutions.
• Spearhead change initiatives and manage escalations at the case and account levels.

Benefits

• FLEXBenefits wellbeing spending account with over 1,000 eligible items.
• Mental and financial health resources.
• Personalized learning opportunities.

What This Job Offers

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