Manager, Technical Support

Our MissionAt 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 AreWe 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 fewAt 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 DescriptionYour CareerIt’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 and ensure their repeat business and future endorsement. You will be in charge of leading a Technical support team that will help identify and fix complex issues in our established clients’ networks, while handling critical issues through your team’s support. You’ll be responsible for the daily operations of your team to ensure they achieve their goals while meeting the needs of the customers.Your Impact- Lead daily operations of a team of Technical Support Engineers in line with the company's goals and objectives- Ensure that the team has the resources and processes necessary for successful and sustained performance- Provide mentorship and direction to the team to deliver on company goals and objectives, and improve opportunities, such as response time and resolution time objectives- Directly provide and ensure appropriate technical and soft skills training and mentoring- Set team goals in line with overall company goals, while reflecting specific goals for direct reports that roll up into the larger organisation's objectives- Perform annual reviews of all direct reports, providing guidance and continuous mentorship for reports to exceed expectations- Assist the team in solving customer issues, prioritising issues, negotiating customer priorities, and setting expectations- Build positive relationships with sales, customers, and partnersQualificationsYour Experience- Experience in leading a team of Technical Support Engineers or similar- 9+ years in technical support, with at least 3 years experience in a management OR lead role in a TAC environment- Demonstrated ability to effectively manage escalations of complex problems, prioritise a demanding workload, delegate appropriately, and deliver results under pressure- Validated leadership skills, including effective verbal and written communication, performance management, issue/conflict resolution, negotiation, motivating others, forecasting, and planning- Technical experience in the Network Security and Cloud Security Industry is desirable- Familiar with supporting cloud-based products, coordinating with support operations teams, e.g., SRE, CRE, DevOps- Understanding and knowledge of cloud-based technologies (such as Prisma Access/SASE ), to the extent of comprehending and communicating effectively with C-Suite executives- Knowledge of basic Networking and Security concepts - IPSEC, TCP/IP, PKI, SSL/ TLS, HTTP/HTTPS, SAML, LDAP, RADIUS- Enterprise support and service delivery experience preferred- Expanding operational metrics beyond CSAT (SLA, backlog, productivity), adding process improvement/automation ownership. - Beyond CSAT, focus on expanding operational metrics such as SLA, backlog, and productivity. Additionally, take ownership of process improvement and automation initiatives.Additional InformationThe TeamOur technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.Our CommitmentWe’re problem solvers that 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.