Manager, Technical Customer Support, Cloud at Palo Alto Networks

Santa Clara, California, United States -

Full Time

Start Date

Immediate

Expiry Date

24 Mar, 26

Salary

210575.0

Posted On

24 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Customer Success, Cloud Security, AWS, Azure, GCP, Kubernetes, Docker, CI/CD, Networking Protocols, Security Frameworks, Communication Skills, Problem-Solving, Crisis Management, Mentorship, Collaboration

Industry

Computer and Network Security

Description

Company Description 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. Who We Are 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 Description Your Career Palo Alto Networks is looking for an experienced enterprise support delivery manager. You will be responsible for enabling customer success with our award-winning network security products. In this high growth business, scaling, optimization, dynamic spirit and sustained performance are the essentials. The Support Delivery team is a high-performance group of engineers supporting business critical customer environments. You will be responsible for the front line support delivery team and are expected to implement and optimize performance that will keep Palo Alto Networks at the forefront in the industry. Your Impact Lead daily operations of a team of Technical Support Engineers in line with the organizational goals and objectives Provide customer support as a strategic differentiator for Palo Alto Networks, helping drive customer loyalty, reference ability and repeat business Ability to achieve the customer satisfaction goals, which is the single most important measurement of the support organization, and the best way to measure our ability to achieve our mission to “Make our customers successful!” Ensure that engineers have the resources and processes necessary to ensure success and performance through release cycles Mature and experienced guidance and direction to the team to deliver on goals and objectives and maximize engineer opportunity to exceed targets and earn rewards and recognition Provide appropriate technical and soft skills training and mentoring Ensure training is effectively addressing our goal to create a learning environment and maximizing customer satisfaction levels Create consistent onboarding training programs are used and delivered effectively Propagate Goals & Objectives - Set team goals in-line with overall organizational goals. Set specific goals for direct reports Perform annual reviews of all direct reports - set quarterly goals and provide regular feedback on performance with respect to agreed upon goals Customer Escalation Management, triage, prioritize issues, negotiate customer priorities and manage expectations Build strong working relationships with sales, customers, and partners Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change. Qualifications Your Experience Leadership and Management: 7+ years in technical support, with at least 2 years experience in a management OR lead role in a high-touch or white-glove support environment Strong mentorship skills demonstrated through coaching engineers, setting ambitious goals, and driving performance improvements Exceptional problem-solving and crisis management skills, focusing on customer advocacy and improving service response and resolution timelines Technical Expertise: Strong understanding of cloud security principles and best practices. Experience with cloud platforms such as AWS, Azure, or GCP. Broad technology experience, including knowledge of Kubernetes concepts such as pods, services, deployments, working with container runtimes such as docker and containers, experience with CI/CD processes (Jenkins, Azure DevOps, etc) container environments, security processes, cloud risk and compliance, and public clouds. Expertise in integrating with diverse technologies and vendor solutions such as SSO, SIEM, APIs, Container Registries. Familiarity with CI/CD pipelines, microservices, and API integration. Have a good understanding of core networking protocols, specifically the TCP/IP stack, DNS, and load balancing. Possess a firm grasp of security frameworks and encryption protocols, including SSL/TLS certificates and identity management. Collaboration and Communication: Experience in working with Sales, Product, and Engineering teams to refine support strategies and improve product supportability Excellent communication skills with strong executive presence, adept at managing stakeholder relationships, leading high-level customer engagements, Post-Incident Reviews (PIRs), and Quarterly Business Reviews (QBRs) Skilled in AI-driven analytics, ITIL frameworks, and using case management systems (e.g., Salesforce, ServiceNow, JIRA). Proficient in conducting trend analysis for proactive support Proven proficiency in synthesizing raw operational data into actionable insights. Expert at running complex reports and performing trend analysis on case volumes, resolution times, and service bottlenecks. Additional Information The Team Our 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. Compensation Disclosure 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/commissioned roles) is expected to be between $130200 - $210575/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here. Our Commitment We’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 [email protected]. 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. Department: Customer Success & Support Job Country: United States of America

Responsibilities

Lead daily operations of a team of Technical Support Engineers to ensure customer success with network security products. Manage customer escalations and build strong relationships with sales, customers, and partners.