Partner Technical Enablement Manager

Your Career

Partner Technical Enablement Manager (PTEM) in Palo Alto Networks GCSD is responsible for driving technical enablement initiatives for Support Delivery Partners (SDPs) and serving as the interface with the Center of Excellence (COE) globally. This role focuses on training, skill development, and process optimization to enhance the capabilities of Partner Technical Support Engineers (TSEs).

The ideal candidate is a collaborative self-starter with strong communication skills, capable of developing and executing training programs for Palo Alto Networks' Enterprise and Cloud solutions. They should have a strong understanding of network security, virtualization, cloud technologies, and technical support best practices.

Your Impact

Establish and serve as the technical liaison between Palo Alto Networks and the Support

Delivery Partners.

Serve as the primary representative of TAC, collaborating with the Training Council and other

stakeholders to drive the technical enablement of engineers for both existing and new products.

Identify technical gaps and trends to develop targeted training initiatives.

Lead technical enablement initiatives for Support engineers, aligning with Global Customer

Support Delivery objectives.

Oversee the continuous refinement of the new-hire training curriculum.

The candidate will be responsible for technical enablement for TSEs in production.

The candidate will be responsible for regular technical assessments for new Support/SDP

opportunities and role changes.

The candidate will identify technical gaps and trends to create and deliver training.

Review and participate in discussions for customer feedback/escalations/T3 concerns.

Facilitate regular technical discussions, including Tek-Talks and case swarming sessions, to

enhance knowledge sharing.

Develop processes and tools for technical upskilling of support engineers.

Liaise with the badged team/Training council for driving new feature-related training within

support.

Manage Quality and Efficiency of support engineers engagement with Engineering. Identify

trends for enablement through JIRA quality and usage of App Studio and P2 Inline JIRA

processes,

Qualifications

Your Experience

This position is for a staff employee at PANW and requires full-time in-office work out of Palo Alto Networks, India-Bangalore.

Bachelor's degree in Computer Networks or equivalent experience.

5+ years of experience in network security TAC, technical training and enablement.

PAN-OS trained, PCNSE Certified and hands on experience working in Palo Alto Networks TAC.

Excellent knowledge and understanding of Next Generation Firewall, Virtualization platforms and Cloud products like Prisma Access and Cortex XDR.

Strong background in training development and delivery, leveraging various learning

methodologies.

Prior experience in content development and training delivery (optional).

The candidate should have prior experience in planning, executing & driving backlog

reduction/TTR/Escalation exercise for a team.

Critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results.

Excellent verbal and written communication skills with a talent for building rapport.

Strong presentation skills and ability to work with diverse teams.

Additional Information

Outcome:

Provide mentorship to Technical Leads, and Senior Engineers(SME), fostering their professional development and facilitating technical upskilling. Additionally, collaborate with Subject Matter Experts (SMEs), ETAC (Escalation Technical Assistance Center) and Engineering to ensure effective knowledge transfer and continuous improvement in technical expertise.

Drive key metrics like TTR, FTF and development of engineers.

Recognizes patterns and identifies technical or process gaps using DSATs and Escalations to

support engineers in enhancing their skills.

Collaborate to collect and consolidate feedback received from COE Handoffs, extract valuable insights, and incorporate them into upskilling initiatives to drive continuous improvement.

Responsibility for organizing and facilitating theater-wide case swarming sessions, with the aim of expediting case resolution and reducing technical gaps resulting in improvement of TTR, FTF and CSAT..

Implements a gating mechanism by conducting regular technical assessments of support

resources to ensure their skills and knowledge meet the required standards.