Manager, Technical Support-Prisma Access Browser

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

• Lead daily operations of a team of Technical Support Engineers in line with the company's goals and objectives
• Ensure that the team has the resources and processes necessary for successful and sustained performance
• Provide mentorship and direction to the team to deliver on company goals and objectives, and improve opportunities, such as response time and resolution time objectives
• Directly provide and ensure appropriate technical and soft skills training and mentoring
• Set team goals in line with overall company goals, while reflecting specific goals for direct reports that roll up into the larger organisation's objectives
• Perform annual reviews of all direct reports, providing guidance and continuous mentorship for reports to exceed expectations
• Assist the team in solving customer issues, prioritising issues, negotiating customer priorities, and setting expectations
• Build positive relationships with sales, customers, and partners

Your Experience

• Experience in leading a team of Technical Support Engineers or similar
• At least three years of people management experience
• Demonstrated ability to effectively manage escalations of complex problems, prioritise a demanding workload, delegate appropriately, and deliver results under pressure
• Validated leadership skills, including effective verbal and written communication, performance management, issue/conflict resolution, negotiation, motivating others, forecasting, and planning
• Technical experience in the Network Security and Cloud Security Industry is desirable
• Familiar with supporting cloud-based products, coordinating with support operations teams, e.g., SRE, CRE, DevOps
• Understanding and knowledge of cloud-based technologies (such as SASE), to the extent of comprehending and communicating effectively with C-Suite executives
• Knowledge of basic Networking and Security concepts - IPSEC, TCP/IP, PKI, SSL/ TLS, HTTP/HTTPS, SAML, LDAP, RADIUS
• Enterprise support and service delivery experience preferred

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 evolve, we stay ahead to accomplish our mission.

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

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.