Manager, Technical Customer Support, Focused Services

Palo Alto Networks is seeking a Manager, Technical Customer Support, Focused Services to lead a technical support team and help secure clients' environments and ensure repeat business and future endorsement. The role involves guiding daily activities, mentoring engineers, and conducting quarterly business reviews with customers.

Requirements

• 8+ years in technical support
• At least 3 years experience in a management OR lead role in a high-touch or white-glove support environment
• Exceptional problem-solving and crisis management skills
• 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)
• 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

• Flexible working hours
• Wellbeing spending account
• Mental and financial health resources
• Personalized learning opportunities
• Competitive salary and bonus
• Restricted stock units