Manager, Technical Customer Support, Focused Services, Cortex

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 Summary

As a Manager of Technical Customer Support, Focused Services you will lead a team of Designated Support Engineers dedicated to securing our clients' digital environments. You will be responsible for the daily operations of your team, guiding them to identify and resolve complex network issues for established clients. Your leadership will ensure your team achieves its goals, meets customer needs, and drives customer retention and endorsement.

Key Responsibilities

• Lead the daily activities of a team of Designated Support Engineers, ensuring alignment with company goals and providing necessary resources and streamlined processes.
• Drive team performance through mentorship and goal setting, providing actionable feedback and facilitating regular training to foster professional and technical growth.
• Act as a primary escalation point, supporting engineers in solving complex customer issues while managing customer priorities and expectations.
• Proactively engage in customer Quarterly Business Reviews (QBRs), providing insights on support best practices and reinforcing the value of our services.
• Lead Post-Incident Reviews (PIRs) to identify root causes, document lessons learned, and drive continuous process improvements across the team.
• Collaborate with key stakeholders across Sales, Engineering, and Product teams to ensure seamless service delivery and improve product supportability.
• Proactively manage case and account-level escalations using AI-driven insights and prediction models to anticipate and resolve potential issues.
• 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. 

Required Qualifications

• Bachelor's degree with 8 years of experience, or Master's degree with 6 years of experience, or equivalent practical experience.
• Minimum of 3 years of experience in a management or team lead role within a high-touch technical support environment.
• Demonstrated experience in crisis management and leading technical escalations for enterprise customers.
• Experience with incident response and troubleshooting in network security, cloud security, or enterprise IT environments.

Preferred Qualifications

• Direct technical experience in the Endpoint and Cloud Security industry, specifically with Cortex or similar XDR/EDR solutions.
• Advanced knowledge of Enterprise Endpoint technologies and modern security infrastructures.
• Experience collaborating with Sales, Product, and Engineering teams to improve product supportability.
• Familiarity with ITIL frameworks and proficiency with case management systems (e.g., Salesforce, JIRA) and AI-driven analytics.

The Team

Customer Support - Our Customer 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 fixing 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 on 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 $137400 - $222200/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.

Is role eligible for Immigration Sponsorship?: Yes