Technical Support Manager - Cortex XDR

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.

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. 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.

Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We’re changing the nature of work from benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

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

Your Experience

• 7+ years of Experience in leading a Technical Support Engineers team, or similar

• Technical experience in the Endpoint and Cloud Security Industry is preferred

• Proven work experience as a people manager

• Superior project management skills

• Demonstrated ability to effectively manage escalations of complex problems, prioritize a demanding workload, delegate appropriately, and deliver results under pressure

• Validated leadership skills including effective oral and written communication, performance management, issue/conflict resolution, negotiation, motivating others, forecasting, and planning

• Knowledge of Enterprise Endpoint technologies, security and cutting-edge infrastructures

• Enterprise support and service delivery experience preferred

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.

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

Palo Alto Networks is evolving and changing the nature of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, 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.