Manager of Technical Customer Support, Palo Alto Networks
Focused Services
$136-221k
More information about location
Office located in Santa Clara, CA
Leading cybersecurity protections and software platform
Job no longer available
Leading cybersecurity protections and software platform
1001+ employees
Job no longer available
$136-221k
More information about location
Office located in Santa Clara, CA
1001+ employees
Company mission
To be the cybersecurity partner of choice, protecting our digital way of life.
Role
Who you are
- 8+ years in technical support, with at least 3 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
- Expertise in handling incidents and troubleshooting in network security, cloud security, or enterprise IT environments
- Experience in Network and Cloud Security industries, with familiarity in network infrastructure components such as routers, switches, firewalls, and VPN solutions (Checkpoint, Juniper (Netscreen), Fortinet, Cisco)
- Experienced 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
What the job involves
- 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
- Guide the daily activities of a team of Designated Support Engineers, ensuring alignment with company goals and objectives. Provide the team with the necessary resources, tools, and streamlined processes for sustained performance and efficiency
- Mentor and guide engineers to enhance both technical expertise and soft skills. Facilitate regular training opportunities tailored to both technical and professional growth, setting clear team goals that align with broader organizational objectives
- Conduct annual performance reviews, providing actionable feedback and mentorship to help team members exceed expectations
- Support engineers in solving complex customer issues, effectively prioritizing, negotiating customer priorities, and setting clear expectations for outcomes
- Proactively engage in Quarterly Business Reviews (QBRs) with customers, providing insights on support best practices and participating in business development discussions to underline the value of services offered
- Lead Post-Incident Reviews (PIRs) to identify root causes, document lessons learned, and drive process improvements
- Build and maintain strong relationships with key stakeholders across Sales, Engineering, Product, and leadership teams. Work closely with the Business Operations Manager to ensure seamless service kick-offs
- Oversee trend analysis on support cases, identifying recurring issues and collaborating with cross-functional teams to implement long-term solutions
- Be 100% accountable for the customers managed within the team, taking ownership of all pre-sales and post-sales decisions
- Spearhead change initiatives, ensuring smooth transitions and high performance through effective communication and support
- Anticipate and proactively manage escalations at the case and account levels using AI-driven insights and prediction models
Our take
With cyber threats evolving at lightening speed, businesses need robust solutions to protect their data and infrastructure. And the global cybersecurity market is projected to grow significantly, driven by increasing cyberattacks and the adoption of digital transformation initiatives. Because of this, companies are seeking security platforms that can address these challenges efficiently.
That's where Palo Alto Networks steps in, a frontrunner in the cybersecurity arena. It offers a suite of AI-powered security solutions designed to safeguard enterprises across various sectors. Its platforms, such as Cortex XSIAM and Prisma AIRS, integrate advanced threat detection, zero trust architecture, and real-time response capabilities so organizations are ready to manage and mitigate risks.
Its leadership is evident too, with impressive growth and strategic partnerships. Recently the company surpassed $1.5M in sales through the Google Cloud Marketplace, highlighting the demand for its innovative security solutions. Additionally, a collaboration with AT&T aims to enhance cybersecurity offerings, further solidifying its position in the market.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Sep 2022
$34m
SERIES A
May 2022
$11m
SEED
Total funding: $45m
Company benefits
- Healthcare: We value your health and provide options so you can choose what best supports your lifestyle and personal health goals. Various nationwide plans — including Blue Shield of California, Kaiser Permanente, Delta Dental, VSP, and more — are available to you and your family. Our providers offer the flexibility you want and the coverage you need
- Wellness: With a large on-site gym and daily, instructor-led exercise classes at HQ in Santa Clara, Palo Alto Networks actively supports employee fitness. Our juice bar, Gym & Juice, features fresh juice blends, a quick and nutritious option pre- or post-workout. And our ongoing wellness speaker series highlights the latest trends in health and wellness
- Development: Professional development is serious business at Palo Alto Networks, where the Talent Development team offers 25+ courses to help employees boost their careers and develop leadership capability
- Financial: Most roles are eligible for equity grants, and we now offer new hires a quarterly vesting schedule right away. We want you to be fairly compensated and rewarded as soon as you make an impact – on our team, that happens immediately! And because we consider every employee a stakeholder in our long-term success, we offer an Employee Stock Purchase Plan (ESPP) with a 24-month lookback. From life insurance to health savings accounts, we provide ways to help you protect and grow your wealth. Palo Alto Networks offers both traditional and Roth 401(k) options, along with a company match of 50% to a max annual amount of $1,000
- Time Off: In addition to paid corporate holidays, Flexible Time Off programs empower our employees to balance their work schedules with personal time off. We offer 12 weeks of full pay for medical leave and 6 weeks of full pay for parental leave. As a company with strong ties to the military and veterans, we also offer 26 weeks of full pay for military leave
- Perks: Our corporate discount program provides employees with significant discounts on merchandise, travel and entertainment. We offer many on-site perks at headquarters, including cafeterias, fuel service, dry cleaning service, EV charging stations, and a company store. We also provide complimentary drinks, fresh fruit, and snacks in break rooms across our campus to help everyone power through the day. Life at Palo Alto Network
Company HQ
Santa Clara, CA
Leadership
Nikesh Arora
(CEO & Chairman)Previously the President and COO at SoftBank, CBO at Google, and CMO at T-Mobile.
Nir Zuk
(Founder & CTO)Previously CTO at NetScreen Technologies, which was acquired by Juniper Neworks in 2004. They also co-founded OneSecure where they served as CTO and was the Principal Engineer at Check Point Software Technologies.
Lee Klarich
(CPO)Initially joined Palo Alto in 2006 as the EVP of Product Management and became CPO in 2018. Prior to this, they were the Director of Product Management at Juniper Networks and a Product Line Manager at NetScreen Technologies.
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