Cybersecurity Leader for Global Enterprise Support
7 hours ago
We are seeking an experienced cybersecurity leader to join our technical support team at Palo Alto Networks. As a key member of our organization, you will be responsible for providing exceptional customer support and driving business growth.
Job DescriptionIn this role, you will work closely with our valued customers to address their complex post-sales concerns. You will utilize your analytical skills to evaluate situations and data, and provide in-depth solutions to resolve issues. Your excellent communication skills will enable you to detail difficult technical issues to both non-technical and technical professionals, fostering a collaborative learning environment.
You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients will provide the fast assistance they need to keep their environments secure – which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high-pressure situations).
Your Impact- Customer Satisfaction: Customer support is a strategic differentiator for Palo Alto Networks - helping drive customer loyalty, positive references, and repeat business. You will be measured by your ability to achieve customer satisfaction goals.
- Operational Management: Daily management of case inflow, backlogs, updates, engineer adherence, case escalations, and other applicable Technical Assistance Center dashboards and measurements.
- Performance Management: Ensure that team managers, leads, and engineers have the resources, cross-functional relationships, and processes necessary to ensure successful and sustained performance through release cycles.
- Training and Mentoring: Directly provide and otherwise ensure appropriate technical and soft skills training, as well as mentoring, to create and encourage a collaborative learning environment while maximizing customer satisfaction.
- Establish Goals & Objectives: Set team goals in-line with overall organizational goals, set and monitor specific goals and objectives for direct reports, and provide regular feedback related to performance with respect to agreed goals.
Palo Alto Networks is committed to providing reasonable accommodations for all qualified individuals with a disability. We believe in the power of collaboration and value in-person interactions. Our goal is to create an environment where we all win with precision.
We take pride in being a diverse team that innovates together. We're problem solvers who take risks and challenge cybersecurity's status quo. At Palo Alto Networks, 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.
Our estimated salary for this position is $140,000-$160,000 per year, depending on location and experience. Benefits include comprehensive health insurance, retirement plans, paid time off, and professional development opportunities.
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