Partner Technical Enablement Manager

Your Career

Partner Technical Enablement Manager (PTEM) in Palo Alto Networks GCSD is responsible for
driving technical enablement initiatives for Support Delivery Partners (SDPs) and serving as the
interface with the Center of Excellence (COE) globally. This role focuses on training, skill
development, and process optimization to enhance the capabilities of Partner Technical
Support Engineers (TSEs).
The ideal candidate is a collaborative self-starter with strong communication skills, capable of
developing and executing training programs for Palo Alto Networks' Enterprise and Cloud
solutions. They should have a strong understanding of network security, virtualization, cloud
technologies, and technical support best practices.

Your Impact

● Establish and serve as the technical liaison between Palo Alto Networks and the Support
Delivery Partners.
● Serve as the primary representative of TAC, collaborating with the Training Council and other
stakeholders to drive the technical enablement of engineers for both existing and new products.
● Identify technical gaps and trends to develop targeted training initiatives.
● Lead technical enablement initiatives for Support engineers, aligning with Global Customer
Support Delivery objectives.
● Oversee the continuous refinement of the new-hire training curriculum.
● The candidate will be responsible for technical enablement for TSEs in production.
● The candidate will be responsible for regular technical assessments for new Support/SDP
opportunities and role changes.
● The candidate will identify technical gaps and trends to create and deliver training.
● Review and participate in discussions for customer feedback/escalations/T3 concerns.
● Facilitate regular technical discussions, including Tek-Talks and case swarming sessions, to
enhance knowledge sharing.
● Develop processes and tools for technical upskilling of support engineers.
● Liaise with the badged team/Training council for driving new feature-related training within
support.
● Manage Quality and Efficiency of support engineers engagement with Engineering. Identify
trends for enablement through JIRA quality and usage of App Studio and P2 Inline JIRA
processes,

Your Experience 

● This position is for a staff employee at PANW and requires full-time in-office work out of Palo
Alto Networks, India-Bangalore.
● Bachelor's degree in Computer Networks or equivalent experience.
● 5+ years of experience in network security TAC, technical training and enablement.
● PAN-OS trained, PCNSE Certified and hands on experience working in Palo Alto Networks TAC.
● Excellent knowledge and understanding of Next Generation Firewall, Virtualization platforms and
Cloud products like Prisma Access and Cortex XDR.
● Strong background in training development and delivery, leveraging various learning
methodologies.
● Prior experience in content development and training delivery (optional).
● The candidate should have prior experience in planning, executing & driving backlog
reduction/TTR/Escalation exercise for a team.
● Critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining
results.
● Excellent verbal and written communication skills with a talent for building rapport.
● Strong presentation skills and ability to work with diverse teams.

Outcome:
● Provide mentorship to Technical Leads, and Senior Engineers(SME), fostering their professional
development and facilitating technical upskilling. Additionally, collaborate with Subject Matter
Experts (SMEs), ETAC (Escalation Technical Assistance Center) and Engineering to ensure
effective knowledge transfer and continuous improvement in technical expertise.
● Drive key metrics like TTR, FTF and development of engineers.
● Recognizes patterns and identifies technical or process gaps using DSATs and Escalations to
support engineers in enhancing their skills.
● Collaborate to collect and consolidate feedback received from COE Handoffs, extract valuable
insights, and incorporate them into upskilling initiatives to drive continuous improvement.
● Responsibility for organizing and facilitating theater-wide case swarming sessions, with the aim
of expediting case resolution and reducing technical gaps resulting in improvement of TTR, FTF
and CSAT..
● Implements a gating mechanism by conducting regular technical assessments of support
resources to ensure their skills and knowledge meet the required standards.

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.

Covid-19 Vaccination Information for Palo Alto Networks Jobs

• Vaccine requirements and disclosure obligations vary by country.
• Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
  • The job requires accessing a company worksite
  • The job requires in-person customer contact and the customer has implemented such requirements
  • You choose to access a Palo Alto Networks worksite
• If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.