Manager, Technical Support
About The Position
Palo Alto Networks is hiring a Manager, Technical Support to lead a team of Designated Support Engineers. The manager will oversee daily team activities, develop employee performance and technical growth, and serve as an escalation point for complex enterprise customer issues. The role includes customer engagement through Quarterly Business Reviews, Post-Incident Reviews, and proactive management of case- and account-level escalations, including use of AI-driven insights and prediction models. The manager will work with Sales, Engineering, and Product stakeholders to improve service delivery and product supportability. Mandatory weekend and holiday shift work and on-call support are required, with a blend of as-needed and rotational coverage that may change.
Requirements
- Bachelor's degree with 5 years of experience, Master's degree with 3 years of experience, or equivalent practical experience.
- At least 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 such as Salesforce or JIRA, and AI-driven analytics.
Responsibilities
- Lead the daily activities of a team of Designated Support Engineers, aligning work with company goals and providing resources and streamlined processes.
- Mentor team members, set goals, provide actionable feedback, and facilitate training to support professional and technical growth.
- Serve as a primary escalation point, helping engineers resolve complex customer issues and manage customer priorities and expectations.
- Engage in customer Quarterly Business Reviews (QBRs), sharing support best practices and reinforcing the value of services.
- Lead Post-Incident Reviews (PIRs), identify root causes, document lessons learned, and drive process improvements.
- Collaborate with Sales, Engineering, and Product stakeholders 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.
- Provide mandatory weekend and holiday shift work and on-call support, with as-needed and rotational coverage.
Benefits
- Compensation may include restricted stock units and a bonus.
- Employee benefits are referenced, but specific benefits are not listed.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
