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.
Qualifications
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.
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.
