Mgr, Technical Support

Our Mission

At Palo Alto Networks®, we’re united by a shared mission-to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

Job Summary

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 Technical 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

Qualifications

Your Experience:

Leadership and Management:

• 8+ years in technical support, with at least 3 years experience in a management OR lead role in a high-touch or white-glove support environment
• 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 and Problem Solving:
• Expertise in handling incidents and troubleshooting in network security, cloud security, or enterprise IT environments
• Experience in Endpoint and Cloud Security industries, familiarity in Cloud services providers (AWS, Azure, GCP, Oracle, etc) and understanding of how Support engineering works in SaaS business model Collaboration and Communication:
• Experienced 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

Our Commitment

We’re trailblazers that dream big, 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 [email protected].

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.