Manager, Technical Customer Support

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 take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that 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!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Job Description

Your Career

Palo Alto Networks is looking for an experienced enterprise support delivery manager. You will be 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 the essentials. The Support Delivery team is a high-performance group of engineers supporting business critical customer environments. You will be responsible for the front line support delivery team and are expected to implement and optimize performance that will keep Palo Alto Networks at the forefront in the industry.

Your Impact

• Lead daily operations of a team of Technical Support Engineers in line with the organizational goals and objectives
• Provide customer support as a strategic differentiator for Palo Alto Networks, helping drive customer loyalty, reference ability and repeat business
• Ability to achieve the customer satisfaction goals, which is the single most important measurement of the support organization, and the best way to measure our ability to achieve our mission to “Make our customers successful
• Ensure that engineers have the resources and processes necessary to ensure success and performance through release cycles
• Mature and experienced guidance and direction to the team to deliver on goals and objectives and maximize engineer opportunity to exceed targets and earn rewards and recognition
• Provide appropriate technical and soft skills training and mentoring
• Ensure training is effectively addressing our goal to create a learning environment and maximizing customer satisfaction levels
• Create consistent onboarding training programs are used and delivered effectively
• Propagate Goals & Objectives - Set team goals in-line with overall organizational goals. Set specific goals for direct reports
• Perform annual reviews of all direct reports - set quarterly goals and provide regular feedback on performance with respect to agreed upon goals
• Customer Escalation Management, triage, prioritize issues, negotiate customer priorities and manage expectations
• Build strong working relationships with sales, customers, and partners

Qualifications

Your Experience 

• 8+ years in technical support, with at least 3 years experience in a management OR lead role in a TAC environment 
• Technical experience in the Endpoint and Cloud Security Industry is preferred
• Proven work experience as a people manager
• Superior project management skills
• Demonstrated ability to effectively manage escalations of complex problems, prioritize a demanding workload, delegate appropriately, and deliver results under pressure
• Validated leadership skills including effective oral and written communication, performance management, issue/conflict resolution, negotiation, motivating others, forecasting, and