Senior Manager, Technical Support

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.

Your Career

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Your Impact

• Customer Satisfaction - Customer support is a strategic differentiator for Palo Alto Networks - helping drive customer loyalty, positive reference and repeat business - You will be measured by your ability to achieve customer satisfaction goals - Customer satisfaction is the single most important measurement of our support organization, and the best way to measure our ability to achieve our mission to “Make our customers successful!”
• Operational Management - Daily management of case inflow, backlogs, updates, engineer adherence, case escalations and other applicable Technical Assistance Center dashboards and measurements - All metrics and measures are designed to ensure we provide an exceptional customer experience with our Support team and products
• Performance Management - Ensure that team managers, leads and engineers have the resources, cross-functional relationships and processes necessary to ensure successful and sustained performance through release cycles - Provide mature and experienced guidance to the team to deliver on organizational goals and objectives - Maximize engineer opportunities to exceed targets as well as earn rewards and recognition - Responsibility for the team to meet organizational goals such as response and resolution time goals
• Training and Mentoring - Directly provide and otherwise ensure appropriate technical and soft skills training as well as mentoring - Ensure training is effectively addressing our goal to create and encourage a collaborative learning environment while maximizing customer satisfaction - Ensure consistent and standard training programs are in place and delivered effectively
• Establish Goals & Objectives - Set team goals in-line with overall organizational goals - Set and monitor specific goals and objectives for direct reports - Provide regular feedback related to performance with respect to agreed goals - Measure and monitor performance as well as conduct annual reviews of all direct reports

Your Experience 

• BE/B.Tech in Computer Science or equivalent or equivalent military experience (MBA a plus) 
• 10+ years experience in enterprise support and service delivery  
• Experience leading TAC Teams as part of a Global Support Organisation operationg 24x7
• Prior management experience leading a team of technical support engineers with abilities ranging from new in career to advanced
• Experience developing, launching, expanding, and maintaining global technical education programs, including traditional methods of learning as well as progressive techniques and certifications
• Problem Solving - Ability to troubleshoot independently in complex environments with mixed applications and protocols
• Technical Acumen - Proven experience leading technical teams and ability to partner with Engineering
• Escalation Management - Skilled in managing complex escalations 
• Communication - Excellent skills in collaborating with both technical and non-technical stakeholders

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.

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.