Dir, Technical Customer Support, Global Customer Support

Company Description

To comply with U.S. federal government requirements, U.S. citizenship is required for this position.

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.

Our Approach to Work

We lead with personalization and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office with some flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate on the industry’s best cybersecurity solutions together!

Job Description

Your Career

The Director of Technical Customer Support Focused Services will lead a North America team of highly experienced support teams delivering high touch services across the Palo Alto Networks security platform.  These teams are focused on delivering outcome-based high touch support engagements to our largest, most strategic customers.  You will collaborate with Account Teams, Engineering, NPI and Customer Success to create long-term support strategies required to successfully deliver cybersecurity support outcomes.

Your Impact

• Leadership - Manage the delivery of a global service team delivering complex, multi-product services engagements
• People Management - Set annual performance objectives for the team, ensure performance management processes are adhered to - provide continuous feedback to managers and individual contributors
• Thought Leadership - Able to inspire the team to act as their customers�� trusted technical advisor
• Build and Scale the Team - Interview, hire, train and onboard service delivery leaders consistent with our corporate values, recruiting processes and policy
• Building Strategy - Establish the services delivery strategy, partnering with the account team on the adoption process where services can help
• Strategic Thinking - Responsible for understanding our strategic client business strategy, drivers, security goals and initiatives and translating these into Palo Alto Networks service delivery plans and services opportunities
• Results Leadership - Successfully driving the team to deliver goals and objectives as planned - completes training and is able to synthesize technical information into business language including business value, outcomes and impacts on our customers’ business and security objectives - Leading the team to make progress and to deliver on commitments
• Business Development - Help position services sales with the account team by identifying incremental revenue opportunities focused on outcome-based packages and custom engagements
• Business Management - Understands how financial performance of the teams contributes to the bookings, revenue and margin on the services business
• Operations - Enhance the processes and tools for service delivery - Establish internal and external reporting cadence by monitoring and responding to key KPI’s
• Collaboration - Partner with services leaders on strategy and on the delivery model to ensure a cohesive, collaborative approach to delivery
• Technical Expertise - Ability to understand PANW solutions on a broad level and apply knowledge of the Cybersecurity industry to provide guidance to the team, collaborate with sales and other functions in the organization to provide guidance to customers so that customers successfully consume and leverage their purchased product portfolio

Qualifications

Your Experience

• 10+ years of overall experience in the cybersecurity and Technical Customer Support in a TAC environment is preferred
• 5+ years of senior leadership or managerial experience is required - This includes leading large teams, managing projects, and overseeing cybersecurity initiatives
• Customer-facing services delivery experience, preferably in a technology company
• Experience in partnering with account teams to