Manager, Technical Customer Support, Focused Services- Cloud

As a Manager, Technical Customer Support, Focused Services- Cloud at Palo Alto Networks, you will be responsible for leading a technical support team that helps identify and fix complex issues in established clients' networks. You will also be involved in implementing new products, transitioning from old products to new, and fixing integrations and critical issues.

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 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
• 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)
• 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

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
• Bonus