Manager, Technical Customer Support, Focused Services, Cloud

This role involves leading a technical support team to identify and resolve complex issues for established clients, ensuring their secure environment and repeat business. You will manage daily operations, mentor engineers, and handle critical issues. The position requires operational leadership, technical oversight, strategic collaboration with stakeholders, and active participation in change and crisis management to maintain high performance and customer satisfaction.

Must Have

• Guide daily activities of a team of Designated Support Engineers
• Provide the team with necessary resources, tools, and streamlined processes
• Mentor and guide engineers to enhance technical expertise and soft skills
• Facilitate regular training opportunities
• Conduct annual performance reviews
• Support engineers in solving complex customer issues
• Effectively prioritize, negotiate customer priorities, and set clear expectations
• Lead Post-Incident Reviews (PIRs)
• Build and maintain strong relationships with key stakeholders across Sales, Engineering, Product, and leadership teams
• Oversee trend analysis on support cases
• Be 100% accountable for the customers managed within the team
• Spearhead change initiatives
• Anticipate and proactively manage escalations
• Provide mandatory weekend, holiday shift work and on-call support
• Strong mentorship skills
• Exceptional problem-solving and crisis management skills
• Strong understanding of cloud security principles and best practices
• Experience with cloud platforms such as AWS, Azure, or GCP
• Knowledge of Kubernetes concepts, container runtimes, CI/CD processes, container environments, security processes, cloud risk and compliance, and public clouds
• Expertise in integrating with diverse technologies and vendor solutions such as SSO, SIEM, APIs, Container Registries
• Familiarity with CI/CD pipelines, microservices, and API integration
• Experience in working with Sales, Product, and Engineering teams
• Excellent communication skills with strong executive presence
• Skilled in AI-driven analytics, ITIL frameworks, and using case management systems (e.g., Salesforce, ServiceNow, JIRA)
• Proficient in conducting trend analysis for proactive support

Perks & Benefits

• FLEXBenefits wellbeing spending account
• Mental and financial health resources
• Personalized learning opportunities

Company Description

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Job Description

Your Career

It’s not about making a sale. It’s about providing the most secure environment for our customers’ digital transactions. In this role, you’ll continue building on our mission by helping secure our clients’ environment and ensure their repeat business and future endorsement. You will be in charge of leading a technical support team that will help identify and fix complex issues in our established clients’ networks, while handling critical issues through your team’s support. You’ll be responsible for the daily operations of your team to ensure they achieve their goals while meeting the needs of the customers.

Your Impact

Operational Leadership and Team Management:

• 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, setting clear team goals that align with broader organizational objectives
• Conduct annual performance reviews, providing actionable feedback and mentorship to help team members exceed expectations

Technical Oversight and Customer Engagement:

• Support engineers in solving complex customer issues, effectively prioritizing, negotiating customer priorities, and setting clear expectations for outcomes
• Proactively engage in Quarterly Business Reviews (QBRs) with customers, providing insights on support best practices and participating in business development discussions to underline the value of services offered
• Lead Post-Incident Reviews (PIRs) to identify root causes, document lessons learned, and drive process improvements

Strategic Collaboration and Accountability:

• Build and maintain strong relationships with key stakeholders across Sales, Engineering, Product, and leadership teams.
• Work closely with the Business Operations Manager to ensure seamless service kick-offs
• Oversee trend analysis on support cases, identifying recurring issues and collaborating with cross-functional teams to implement long-term solutions
• Be 100% accountable for the customers managed within the team, taking ownership of all pre-sales and post-sales decisions

Change and Crisis Management:

• Spearhead change initiatives, ensuring smooth transitions and high performance through effective communication and support
• Anticipate and proactively manage escalations at the case and account levels using AI-driven insights and prediction models
• Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.

Qualifications

Your Experience

Leadership and Management:

• Strong mentorship skills demonstrated through coaching engineers, setting ambitious goals, and driving performance improvements
• Exceptional problem-solving and crisis management skills, focusing on customer advocacy and improving service response and resolution timelines

Technical Expertise:

• Strong understanding of cloud security principles and best practices.
• Experience with cloud platforms such as AWS, Azure, or GCP.
• Broad technology experience, including knowledge of Kubernetes concepts such as pods, services, deployments, working with container runtimes such as docker and containerd, experience with CI/CD processes (Jenkins, Azure DevOps, etc) container environments, security processes, cloud risk and compliance, and public clouds.
• Expertise in integrating with diverse technologies and vendor solutions such as SSO, SIEM, APIs, Container Registries.
• Familiarity with CI/CD pipelines, microservices, and API integration.

Collaboration and Communication:

• Experience in working with Sales, Product, and Engineering teams to refine support strategies and improve product supportability
• Excellent communication skills with strong executive presence, adept at managing stakeholder relationships, leading high-level customer engagements, Post-Incident Reviews (PIRs), and Quarterly Business Reviews (QBRs)
• Skilled in AI-driven analytics, ITIL frameworks, and using case management systems (e.g., Salesforce, ServiceNow, JIRA). Proficient in conducting trend analysis for proactive support

Additional Information

The Team

Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn't stop once they sign - it evolves. As threats and technology change, we stay in step to accomplish our mission.

You'll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised - in fact, you'll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $137400 - $222200/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment

We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.