Manager, Technical Customer Support, Focused Services

As a Manager, Technical Customer Support, Focused Services at Palo Alto Networks, you will lead a technical support team, guiding daily activities, mentoring engineers, and conducting regular training opportunities. You will provide operational leadership, technical oversight, and strategic collaboration to ensure customer success and security. You will be responsible for identifying and fixing complex issues in customers' networks, handling critical issues, and building strong relationships with key stakeholders.

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
• 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 (Checkpoint, Juniper (Netscreen), Fortinet, Cisco)
• 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

Benefits

• FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees
• mental and financial health resources
• personalized learning opportunities
• restricted stock units and a bonus