Manager, Technical Support

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 take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Job Summary

As the Manager of Technical Support, you will lead a dedicated team of engineers focused on securing our customers' digital environments. Your primary responsibility is to guide your team in identifying and resolving complex network issues for our clients, ensuring their continued security and satisfaction. You will oversee the daily operations of your team, providing mentorship and direction to achieve performance goals and deliver an exceptional customer experience.

Key Responsibilities

• Lead the daily operations of a team of Technical Support Engineers, ensuring alignment with company goals and objectives.
• Ensure the team has the necessary resources, tools, and processes for sustained high-performance and success.
• Provide mentorship, coaching, and direction to the team to achieve key performance indicators (KPIs) such as response and resolution time objectives.
• Set and manage individual and team goals that align with departmental objectives, performing regular performance reviews to guide career growth.
• Act as an escalation point for complex customer issues, assisting the team with prioritization and negotiation to manage customer expectations effectively.
• Build and maintain positive relationships by collaborating with cross-functional teams, including Sales, Customers, and Partners, to ensure a seamless customer experience.
• Facilitate and provide ongoing technical and soft-skills training to foster team development and expertise.
• Drive process improvement and automation initiatives, expanding operational metrics beyond CSAT to include SLA, backlog, and productivity.

Required Qualifications

• 9+ years of experience in a technical support role, with a minimum of 3 years in a management or team lead capacity within a Technical Assistance Center (TAC) environment.
• Demonstrated ability to manage escalations of complex technical problems, prioritize a demanding workload, and deliver results under pressure.
• Validated leadership skills, including performance management, conflict resolution, negotiation, and strategic planning.
• Strong foundational knowledge of Networking and Security concepts including IPSEC, TCP/IP, PKI, SSL/TLS, and HTTP/HTTPS.

Preferred Qualifications

• Technical experience in the Network Security and Cloud Security industries.
• Familiarity with supporting cloud-based products (e.g., SASE, Prisma Access) and coordinating with SRE, CRE, or DevOps teams.
• Experience in an enterprise-level customer support and service delivery environment.
• Knowledge of authentication protocols such as SAML, LDAP, or RADIUS.

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 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.