Manager, Technical Customer Support, Focused Services
Palo Alto Networks
Manager, Technical Customer Support, Focused Services
Job Description
Our MissionAt 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 AreIn 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 SummaryIt’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 ResponsibilitiesPeople 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 Qualifications8+ years of experience in technical support, including at least 2 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 skills and crisis leadership, with a strong resilience when managing critical customer situations to improve service resolution timelines.Deep technical domain expertise in troubleshooting and incident management within network security, cloud security, or enterprise IT environments.Strong background working alongside Sales, Product, and Engineering teams to optimize support strategies and improve product supportability.Outstanding communication and presentation skills, maintaining composure and a strong executive presence when engaging senior stakeholders, leading high-level customer interactions, PIRs, and QBRs.Preferred QualificationsIndustry background in the Network and Cloud Security sectors, with a strong technical aptitude for infrastructure components like routers, switches, firewalls, and VPN solutions (e.g., Checkpoint, Juniper/Netscreen, Fortinet, Cisco).Proficiency with ITIL frameworks, AI-driven analytics, and utilizing enterprise case management systems such as Salesforce, ServiceNow, or JIRA to optimize efficiency.Strong analytical capability to manage time, focus on the details, and conduct trend analysis for proactive, innovative customer support.Compensation DisclosureThe compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.$130,600.00 - $211,200.00/yrOur Commitment We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.All your information will be kept confidential according to EEO guidelines.Is role eligible for Immigration Sponsorship?: Yes
Locations
- Office - USA - TX
Skills Required
- technical supportintermediate
- troubleshootingintermediate
- Networkintermediate
- ITIL frameworksintermediate
Required Qualifications
- 8+ years of experience in technical support, including at least 2 years in a management or lead role within a high-touch or white-glove support environment. (experience, 8 years)
- Proven capability to plan strategically, empower others, coach engineers, and drive exceptional performance metrics. (experience)
- Exceptional problem-solving skills and crisis leadership, with a strong resilience when managing critical customer situations to improve service resolution timelines. (experience)
- Deep technical domain expertise in troubleshooting and incident management within network security, cloud security, or enterprise IT environments. (experience)
- Strong background working alongside Sales, Product, and Engineering teams to optimize support strategies and improve product supportability. (experience)
- Outstanding communication and presentation skills, maintaining composure and a strong executive presence when engaging senior stakeholders, leading high-level customer interactions, PIRs, and QBRs. (experience)
- 8+ years of experience in technical support, including at least 2 years in a management or lead role within a high-touch or white-glove support environment. (experience, 8 years)
- Proven capability to plan strategically, empower others, coach engineers, and drive exceptional performance metrics. (experience)
- Exceptional problem-solving skills and crisis leadership, with a strong resilience when managing critical customer situations to improve service resolution timelines. (experience)
- Deep technical domain expertise in troubleshooting and incident management within network security, cloud security, or enterprise IT environments. (experience)
- Strong background working alongside Sales, Product, and Engineering teams to optimize support strategies and improve product supportability. (experience)
- Outstanding communication and presentation skills, maintaining composure and a strong executive presence when engaging senior stakeholders, leading high-level customer interactions, PIRs, and QBRs. (experience)
Preferred Qualifications
- Industry background in the Network and Cloud Security sectors, with a strong technical aptitude for infrastructure components like routers, switches, firewalls, and VPN solutions (e.g., Checkpoint, Juniper/Netscreen, Fortinet, Cisco). (experience)
- Proficiency with ITIL frameworks, AI-driven analytics, and utilizing enterprise case management systems such as Salesforce, ServiceNow, or JIRA to optimize efficiency. (experience)
- Strong analytical capability to manage time, focus on the details, and conduct trend analysis for proactive, innovative customer support. (experience)
- Industry background in the Network and Cloud Security sectors, with a strong technical aptitude for infrastructure components like routers, switches, firewalls, and VPN solutions (e.g., Checkpoint, Juniper/Netscreen, Fortinet, Cisco). (experience)
- Proficiency with ITIL frameworks, AI-driven analytics, and utilizing enterprise case management systems such as Salesforce, ServiceNow, or JIRA to optimize efficiency. (experience)
- Strong analytical capability to manage time, focus on the details, and conduct trend analysis for proactive, innovative customer support. (experience)
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.
- 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.
Benefits
- general: The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
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