Senior Business Insights Consultant ( Technical Support )

Palo Alto Networks•Office - USA - CA - Headquarters, CA

5d•$153,000 - $247,500•Onsite

About The Position

As a Sr Business Insights Consultant focused on Support, you will play a pivotal role in driving our Support Transformation with high visibility across the organization. You will partner with senior leaders and cross-functional teams to translate data into strategic, actionable insights that shape business priorities and elevate customer outcomes. This role calls for a hands-on, strategic leader who can design, influence, and execute high-impact initiatives end-to-end. You will excel in a dynamic, fast-moving environment that values innovation, problem-solving, and continuous improvement. Your work will directly inform company strategy and deliver impact at scale.

Requirements

Demonstrated experience acting as an operational catalyst who drives end-to-end initiative execution rather than delivering passive analytical reports.
Background in enterprise technical support operations, product serviceability programs, or software/hardware engineering interlocks.
High proficiency in synthesizing complex quantitative/qualitative datasets to pinpoint systemic operational bottlenecks.
Ability to structure complex, ambiguous operational problems into actionable, phased improvement roadmaps.
Hands-on experience developing operational KPIs, governance frameworks, and tracking mechanisms for large-scale programs.
Ability to mobilize, align, and direct cross-functional teams (Engineering, R&D, Operations) without direct authority.
Skilled in translating technical, multi-layered data into polished, executive-ready presentations and business proposals.
Comfort operating in fast-moving, high-visibility environments with evolving business priorities.

Nice To Haves

3–6+ years of management consulting experience at a top-tier strategy firm or a recognized operational boutique firm.

Responsibilities

Apply first-principles thinking to deconstruct complex problems and design pragmatic, high-impact solutions that advance business priorities
Synthesize diverse data sources into actionable insights that enable clear, confident decision-making at all levels of the organization
Deliver concise, compelling materials for executive audiences, including business cases and strategic plans that drive measurable outcomes
Own and direct the global Case Elimination Program. Perform advanced qualitative and quantitative analyses on support case data to isolate root causes, partnering directly with R&D and Engineering leaders to prioritize product enhancements that eliminate customer friction and support case volume at the source.
Aged Backlog Reduction & Serviceability Strategy: Lead strategic initiatives focused on Aged Case Backlog Reduction. Collaborate with Engineering to conduct deep-dive technical investigations into complex aging cases (>30 days), identifying systemic friction points (such as lab reproduction blockers or data collection failures) and driving targeted product serviceability enhancements to accelerate Time-to-Resolution (TTR).
Executive Stakeholder Management & Engineering Interlock: Serve as the primary strategic liaison between Support Operations, Engineering, and executive leadership. Synthesize complex technical data into high-impact recommendations, chairing interlock forums to align cross-functional priorities with broader company goals.
End-to-End Strategic Ownership & Agility: Demonstrate full end-to-end accountability for multi-theater operational programs, from initial problem identification through technical solution architecture and executive roll-out. Rapidly adapt strategies to evolving business priorities while maintaining strict performance governance.