Copy of Manager, Technical Customer Support, Focused Services

Palo Alto Networks is looking for a Manager, Technical Customer Support, Focused Services to lead a technical support team and help secure clients' environments. The role involves guiding team members, mentoring, and guiding engineers to enhance technical expertise and soft skills.

Requirements

• 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 with coaching engineers, setting ambitious goals, and driving performance improvements
• Exceptional problem-solving and crisis management skills with customer advocacy and improving service response and resolution timelines
• Expertise in handling incidents and troubleshooting in network security, cloud security, or enterprise IT environments
• Experience in Network and Cloud Security industries with familiarity in network infrastructure components such as routers, switches, firewalls, and VPN solutions
• Collaboration and communication skills with 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 such as Salesforce, ServiceNow, or JIRA

Benefits

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