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.
Your Impact
Operational Leadership and Team Management
Guide the daily activities of a team of Technical 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
Technical Oversight and Customer Engagement
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
Strategic Collaboration and Accountability
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
Qualifications
Your Experience
Leadership and Management
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
Technical Expertise and Problem Solving
Expertise in handling incidents and troubleshooting in network security,
cloud security, or enterprise IT environments
Experience in Endpoint and Cloud Security industries, familiarity in Cloud
services providers (AWS, Azure, GCP, Oracle, etc) and understanding of
how Support engineering works in SaaS business model
Collaboration and Communication
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
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.
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.
All your information will be kept confidential according to EEO guidelines.
Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.
