Manager, Technical Customer Support, Focused Services- Cortex

As a Manager, Technical Customer Support, Focused Services- Cortex at Palo Alto Networks, you will lead a team of Designated Support Engineers to help secure clients' environments and ensure repeat business and future endorsement. You will be responsible for daily operations, mentoring engineers, and facilitating training opportunities.

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

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Mental and financial health resources
• Personalized learning opportunities
• FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees