Manager, Technical Customer Support, Focused Services

Our Mission

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

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 Summary

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, ensuring their repeat business and future endorsement.

As the Manager, Technical Customer Support, Focused Services, you will lead, empower, and build trust within a technical support team of Designated Support Engineers to identify and resolve complex issues in our established clients’ networks. Combining deep technical aptitude with a strategic mindset, you will manage critical situations with strong resilience and composure under pressure. You will oversee the daily operations of your team to ensure they achieve bold performance goals with a focus on quality and accuracy, while remaining relentlessly focused on the needs of the customer to create lasting value.

Key Responsibilities

• People Leadership & Team Empowerment: Guide the daily activities of your team, ensuring alignment with organizational objectives. Provide necessary resources, tools, and streamlined processes to build team autonomy and trust. Mentor engineers on technical aptitude and soft skills, facilitate professional training opportunities to connect day-to-day actions with our broader purpose, and conduct annual performance reviews that drive high performance under pressure.

• Service Orientation & Customer Engagement: Support engineers in diagnosing and resolving complex issues, prioritizing work, and setting clear, realistic expectations for outcomes. Lead Post-Incident Reviews (PIRs) to cultivate continuous learning from setbacks. Proactively engage in Quarterly Business Reviews (QBRs) with customers, displaying executive presence while providing support best practices and creating lasting value.

• Support Execution & Strategic Collaboration: Build and maintain cooperative relationships across Sales, Engineering, Product, and leadership teams to achieve common goals. Partner with the Business Operations Manager for seamless service kick-offs. Focus on operational details by overseeing case trend analysis, focusing on quality and accuracy, and collaborating across teams to implement long-term, innovative solutions. Take 100% accountability for pre-sales and post-sales decisions within your team's account portfolio.

• Crisis, Change, & Time Management: Spearhead change initiatives, adapting strategies smoothly through transparent, clear communication. Anticipate and proactively manage account-level escalations using AI-driven insights and prediction models. Maintain operational availability under pressure, including mandatory weekend, holiday shift work, and on-call rotational coverage.

Qualifications

Required Qualifications

• 8+ years of experience in technical support, including at least 3 years in a management or lead role within a high-touch or white-glove support environment.

• Proven capability to plan strategically, empower others, coach engineers, and drive exceptional performance metrics.

• Exceptional problem-solving s