Mgr, Technical Customer Support, US Government

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 were looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are 

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.  

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few! 

Job Description

Your Career

Palo Alto Networks is looking for an experienced enterprise Support Delivery Manager.  This role is responsible for enabling customer success with our award-winning network security products.  In this high growth business, scaling, optimization, dynamic spirit and sustained performance are essential.  The Support Delivery team is a high-performing group of engineers supporting business critical customer environments.  This person will have responsibility for the performance of our front-line support delivery team and is expected to implement as well as optimize delivery excellence which will help keep Palo Alto Networks at the forefront of our industry.  Additionally, we are looking for someone with the experience and drive to help expand our Technical Assistance Center Academy program, designed to identify and train new Engineers to be successful within Palo Alto Networks.

Your Impact

• Customer Satisfaction - Customer support is a strategic differentiator for Palo Alto Networks - helping drive customer loyalty, positive reference and repeat business - You will be measured by your ability to achieve customer satisfaction goals - Customer satisfaction is the single most important measurement of our support organization, and the best way to measure our ability to achieve our mission to Make our customers successful!
• Operational Management - Daily management of case inflow, backlogs, updates, engineer adherence, case escalations and other applicable Technical Assistance Center dashboards and measurements - All metrics and measures are designed to ensure we provide an exceptional customer experience with our Support team and products
• Performance Management - Ensure that team managers, leads and engineers have the resources, cross-functional relationships and processes necessary to ensure successful and sustained performance through release cycles - Provide mature and experienced guidance to the team to deliver on organizational goals and objectives - Maximize engineer opportunities to exceed targets as well as earn rewards and recognition - Responsibility for the team to meet organizational goals such as response and resolution time goals
• Training and Mentoring - Directly provide and otherwise ensure appropriate technical and soft skills training as well as mentoring - Ensure training is effectively addressing our goal to create and encourage a collaborative learning environment while maximizing customer satisfaction - Ensure consistent and standard training programs are in place and delivered effectively
• Establish Goals & Objectives -  Set team goals in-line with overall organizational goals - Set and monitor specific goals and objectives for direct reports - Provide regular feedback related to performance with respect to agreed goals - Measure and monitor performance as well as conduct annual reviews of all direct reports
• Educational Programs - Assist in enabling and expanding various educational efforts and programs to enhance candidate sourcing and ensure consistent training across organizations globally

Qualifications

Your Experience 

• Willingness to work 2nd shift , 12pm - 9pm Central Time (CT)
• 10+ years of experience in enterprise support and service delivery preferred
• Prior ma