Manager, Technical Customer Support, Platinum

Company Description

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Description

**Please note: This is a swing shift role and with working hours between 12-9pm PST. 

Your Career

It’s not about making a sale. It’s about providing the most secure environment for our customers’ digital transactions. In this role, you’ll continue building on our mission by helping secure our clients’ environment and ensure their repeat business and future endorsement. You will be in charge of leading a technical support team that will help identify and fix complex issues in our established clients’ networks, while handling critical issues through your team’s support. You’ll be responsible for the daily operations of your team to ensure they achieve their goals while meeting the needs of the customers. 

Your Impact:

Operational Leadership and Team Management:

• Guide the daily activities of a team of Platinum Support Engineers, ensuring alignment with company goals and objectives. Provide the team with the necessary resources, tools, and streamlined processes for sustained performance and efficiency.

• Mentor and guide engineers to enhance both technical expertise and soft skills. Facilitate regular training opportunities tailored to both technical and professional growth, setting clear team goals that align with broader organizational objectives.

• Conduct annual performance reviews, providing actionable feedback and mentorship to help team members exceed expectations.

Technical Oversight and Customer Engagement:

• Support engineers in solving complex customer issues, effectively prioritizing, negotiating customer priorities, and setting clear expectations for outcomes.

• Lead Post-Incident Reviews (PIRs) to identify root causes, document lessons learned, and drive process improvements.

Strategic Collaboration and Accountability:

• Build and maintain strong relationships with key stakeholders across Sales, Engineering, Product, and leadership teams. Work closely with the Business Operations Manager to ensure seamless service kick-offs.

• Oversee trend analysis on support cases, identifying recurring issues and collaborating with cross-functional teams to implement long-term solutions.

• Be 100% accountable for the customers managed within the team, taking ownership of all pre-sales and post-sales decisions.

Change and Crisis Management:

• Spearhead change initiatives, ensuring smooth transitions and high performance through effective communication and support.

• Anticipate and proactively manage escalations at the case and account levels using AI-driven insights and prediction models.

Qualifications

Leadership and Management:

• 8+ years in technical support, with at least 3 years managing high-performing teams 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.

Technical Expertise and Problem Solving:

• 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).

Collaboration and Communication:

• 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 relation