Director Technical Customer Support Global jobs at Palo Alto in Brazil, São Paulo

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

As a Managing Director within Unit 42, you will play a key leadership role in driving the growth, delivery, and innovation of our cybersecurity consulting services across LATAM. This includes both incident response and digital forensics engagements, as well as proactive services such as assessments, security program transformation, and cyber risk management.

Your Impact

• Partner with sales and GTM teams to drive business development and cultivate new client relationships through subject matter expertise and strategic guidance
• Lead and support the delivery of both reactive (incident response, compromise assessments, forensic investigations) and proactive (cyber risk assessments, tabletop exercises, program development) services
• Prepare and present detailed proposals, scopes of work, and lead client pitch meetings across various levels of complexity and stakeholders
• Serve as a trusted advisor to key clients, building and nurturing long-term relationships while advocating for their cybersecurity needs
• Integrate threat intelligence into service delivery by collaborating with Unit 42’s Threat Intelligence and telemetry teams
• Drive innovation across both DFIR and proactive offerings by collaborating with internal teams to enhance our services and leverage Palo Alto Networks technologies
• Ensure consistent delivery quality and a high level of customer satisfaction across all engagements.
• Recruit, mentor, and develop top cybersecurity consulting talent to support continued regional growth.
• Manage consultant productivity and performance through utilization, enablement, and engagement strategies
• Promote Unit 42’s brand and credibility through thought leadership, including speaking engagements, publications, and media participation

What We’re Looking For:

• Proven leadership experience in cybersecurity consulting, with deep expertise in either DFIR, proactive services, or both
• Strong client-facing skills and a track record of building trusted relationships with enterprise and executive stakeholders
• Ability to operate at both strategic and operational levels, from guiding high-stakes IR engagements to developing service strategy
• Strong understanding of the evolving threat landscape and the ability to translate technical insight into business-relevant recommendations
• Experience leading and scaling high-performing teams in a consulting or services environment
  

Qualifications & Experience:

• Proven ability to develop new business and build strong client relationships through subject matter expertise, including proposal development, solution design, and client presentations
• Experience leading a wide range of cybersecurity engagements—including both proactive advisory work (e.g., assessments, risk management) and reactive incident response—for global enterprise clients
• Strong client services mindset, with excellent relationship management and communication skills across all levels of an organization
• Demonstrated success managing and mentoring senior-level and mid-level teams, including consultants, analysts, and directors
• Skilled at delivering projects on time, within scope, and with a strong focus on client satisfaction
• Ability to present complex cybersecurity topics clearly and effectively to CxO and Board-level audiences
• Deep understanding of relevant laws, regulations, and industry standards related to privacy, cybersecurity, and risk management (e.g., GDPR, NIST, ISO, etc.)
• Technical fluency across a broad spectrum of services, such as:
  • Threat detection and response
  • Cybersecurity framework assessments
  • Vulnerability and risk assessment
  • Tabletop exercises and incident readiness
  • Digital forensics and compromise assessments
• Insight into client priorities and expectations in both reactive and proactive cybersecurity engagements
• Demonstrated thought leadership through public speaking, published articles, or technical writing
• Collaborative, hands-on approach to leadership with a bias for action and a focus on outcomes
• Strategic thinker who is also execution-focused and results-driven
• Cybersecurity certifications such as CISSP, CISM, or GCFA are a plus
• Bachelor’s degree or equivalent military experience required; advanced degrees (e.g., MS, MBA, JD) are preferred

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

• Leadership - Manage the delivery of a global service team delivering complex, multi-product services engagements
• People Management - Set annual performance objectives for the team, ensure performance management processes are adhered to - provide continuous feedback to managers and individual contributors
• Thought Leadership - Able to inspire the team to act as their customers’ trusted technical advisor
• Build and Scale the Team - Interview, hire, train and onboard service delivery leaders consistent with our corporate values, recruiting processes and policy
• Building Strategy - Establish the services delivery strategy, partnering with the account team on the adoption process where services can help
• Strategic Thinking - Responsible for understanding our strategic client business strategy, drivers, security goals and initiatives and translating these into Palo Alto Networks service delivery plans and services opportunities
• Results Leadership - Successfully driving the team to deliver goals and objectives as planned - completes training and is able to synthesize technical information into business language including business value, outcomes and impacts on our customers’ business and security objectives - Leading the team to make progress and to deliver on commitments
• Business Development - Help position services sales with the account team by identifying incremental revenue opportunities focused on outcome-based packages and custom engagements
• Business Management - Understands how financial performance of the teams contributes to the bookings, revenue and margin on the services business
• Operations - Enhance the processes and tools for service delivery - Establish internal and external reporting cadence by monitoring and responding to key KPI’s
• Collaboration - Partner with services leaders on strategy and on the delivery model to ensure a cohesive, collaborative approach to delivery
• Technical Expertise - Ability to understand PANW solutions on a broad level and apply knowledge of the Cybersecurity industry to provide guidance to the team, collaborate with sales and other functions in the organization to provide guidance to customers so that customers successfully consume and leverage their purchased product portfolio

Your Experience

• 10+ years of overall experience in the cybersecurity and Technical Customer Support in a TAC environment is preferred
• 5+ years of senior leadership or managerial experience is required - This includes leading large teams, managing projects, and overseeing cybersecurity initiatives
• Customer-facing services delivery experience, preferably in a technology company
• Experience in partnering with account teams to drive successful platform adoption by applying the appropriate services and levels of support
• Understanding of how financial performance contributes to bookings, revenue, and margin in the services business
• Experience leading a growing organization
• Proven experience building excellent client relationships, leading customer-facing teams to delivery services that add value
• Strong influence and negotiation skills
• Self-motivated
• Excellent communication skills, both written and verbal, and presentation skills to build and to deliver presentations to internal audiences and customer audiences that include Sr. Executives
• Superb organizational skills - planning, directing, risk identification, risk management, risk mitigation, execution, coaching others
• "Whatever it takes" attitude and motivation to deliver on organization goals and to be invested in the development of the broader services organization and the services delivery team
• Travel requirements - 25-30%

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

• Own and execute a comprehensive LATAM channel strategy aligned with regional revenue and growth goals
• Develop and manage high-impact relationships with regional distributors, resellers, and alliance partners across key countries (e.g., Brazil, Mexico, Colombia, Chile, Argentina)
• Build and lead a team of Channel Business Managers to scale partner capabilities, drive enablement, and foster partner loyalty
• Expand and evolve our partner ecosystem to include next-generation MSSPs, cloud-native providers, and specialized regional players
• Drive joint go-to-market planning and execution with strategic partners, including pipeline development, co-selling, and marketing initiatives
• Collaborate closely with Sales, Marketing, Product, and Global Partner teams to align partner programs with LATAM GTM motions
• Define and track key performance indicators (KPIs), including partner-sourced and influenced pipeline, deal registration growth, and partner certification
• Develop tailored plans for top-tier partners, ensuring alignment on business priorities, certifications, and revenue targets
• Represent LATAM partner interests in global forums and advocate for regional-specific needs and investment
• Up to 50–70% regional travel required

Your Experience

• 12+ years of experience in high-tech channel sales, including 5+ years of leadership experience in the LATAM market
• Strong understanding of the LATAM IT channel landscape, including distribution, VARs, MSSPs, and cloud partners
• Proven ability to lead and scale teams across multiple countries and cultures in LATAM
• Demonstrated success driving double-digit growth through indirect sales channels
• Fluency in Spanish and English required; Portuguese is a plus
• Excellent cross-functional collaboration skills with a track record of driving execution through influence
• Self-starter with a bias toward action, strong analytical mindset, and data-driven approach
• Comfortable working in a high-growth, fast-paced, matrixed environment
• Experience with Salesforce, PRM tools, and Google Workspace preferred

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

• Lead the LATAM region's post-sales Technical Services team, focusing on rapid and reliable deployments and customer value realization, tailored to the unique needs of the LATAM market.

• Collaborate closely with LATAM sales leadership to align technical services strategies with regional sales goals, customer requirements, and market dynamics.

• Drive initiatives to optimize workflows, reduce bottlenecks, and ensure operational efficiency specifically within the LATAM region, including improving deployment times, resource utilization, and the accuracy of delivery forecasts.

• Develop and maintain strong relationships with LATAM customers and executive-level leadership to gain insights and feedback on improving the post-sales experience and ensure customer satisfaction. Lead in critical customer situations within the LATAM region.

• Build a strong cross-functional interlock and operating cadence with LATAM Sales, Center of Excellence, Product Management, and Technology teams to improve product delivery methodologies, inform product quality, and drive continuous improvement in the region.

• Own and drive the overall technical services delivery experience for LATAM customers; measure, monitor, and report overall customer outcomes, satisfaction, and drive programs to assure continuous improvement within the LATAM organization and across the customer base in the region.

What You Bring

• Deep understanding of the LATAM market dynamics and customer expectations.

• Proven ability to collaborate effectively with internal stakeholder groups like sales, product development and support teams to drive customer success and achieve regional business objectives.

• Thought leadership and the ability to anticipate and quickly adapt to changing customer and company needs.

• Passion for creating diverse teams and a customer obsessed, outcomes focused culture. Ability to inspire and attract the best talent.

• Ability to create a strategy and align resources to execute. Focus on the long term mission and the ability to create initiatives that scale and solve the big problem that impacts many customers and sets the company up for success.

• Executive presence; The ability to effectively communicate and influence at every level within the organization and with customers

• Strategic mindset, ability to scale, strong operational, analytical and problem-solving skills with a track record of making major transformational improvements to customer, operational and financial performance.

Your Experience

• Experience leading post sales technical services teams within the LATAM region, including managing diverse, multi-lingual, and multi-cultural teams.

• Strong understanding of the specific cybersecurity challenges and opportunities in the LATAM market.

• 15+ years’ experience in a high growth SaaS/Cloud Enterprise Technical Services Organization, or similar experience. Including at least 3+ years in a Director leadership capacity leading worldwide teams.

• Strong technical background with expertise in cybersecurity domains such as network security and cloud security

• Excellent cross-functional collaboration skills, with the ability to build and maintain relationships with sales, product, and engineering teams

• Exceptional communication and leadership skills, with a proven ability to lead and inspire diverse, global teams

• Demonstrated experience leading global direct/indirect teams of +100 across multiple languages and cultures

• Demonstrated experience in process optimization, automation, and leveraging technology to enhance technical deployment.

• Strong business acumen with experience in managing budgets, resources, and P&L responsibilities

• Prior experience managing networking or enterprise security product services

• Estimated travel 30%

• STEM Bachelor’s Degree required or equivalent experience. Master’s degree or MBA preferred.

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

• Lead the LATAM region's post-sales Technical Services team, focusing on rapid and reliable deployments and customer value realization, tailored to the unique needs of the LATAM market.

• Collaborate closely with LATAM sales leadership to align technical services strategies with regional sales goals, customer requirements, and market dynamics.

• Drive initiatives to optimize workflows, reduce bottlenecks, and ensure operational efficiency specifically within the LATAM region, including improving deployment times, resource utilization, and the accuracy of delivery forecasts.

• Develop and maintain strong relationships with LATAM customers and executive-level leadership to gain insights and feedback on improving the post-sales experience and ensure customer satisfaction. Lead in critical customer situations within the LATAM region.

• Tailor the delivery of the global Prisma Access Browser (PAB) deployment team to the specific requirements and nuances of the LATAM market.

• Build a strong cross-functional interlock and operating cadence with LATAM Sales, Center of Excellence, Product Management, and Technology teams to improve product delivery methodologies, inform product quality, and drive continuous improvement in the region.

• Own and drive the overall technical services delivery experience for LATAM customers; measure, monitor, and report overall customer outcomes, satisfaction, and drive programs to assure continuous improvement within the LATAM organization and across the customer base in the region.

What You Bring

• Deep understanding of the LATAM market dynamics and customer expectations.

• Proven ability to collaborate effectively with internal stakeholder groups like sales, product development and support teams to drive customer success and achieve regional business objectives.

• Thought leadership and the ability to anticipate and quickly adapt to changing customer and company needs.

• Passion for creating diverse teams and a customer obsessed, outcomes focused culture. Ability to inspire and attract the best talent.

• Ability to create a strategy and align resources to execute. Focus on the long term mission and the ability to create initiatives that scale and solve the big problem that impacts many customers and sets the company up for success.

• Executive presence; The ability to effectively communicate and influence at every level within the organization and with customers

• Strategic mindset, ability to scale, strong operational, analytical and problem-solving skills with a track record of making major transformational improvements to customer, operational and financial performance.

Your Experience

• Experience leading post sales technical services teams within the LATAM region, including managing diverse, multi-lingual, and multi-cultural teams.

• Strong understanding of the specific cybersecurity challenges and opportunities in the LATAM market.

• 15+ years’ experience in a high growth SaaS/Cloud Enterprise Technical Services Organization, or similar experience. Including at least 3+ years in a Director leadership capacity leading worldwide teams.

• Strong technical background with expertise in cybersecurity domains such as network security and cloud security

• Excellent cross-functional collaboration skills, with the ability to build and maintain relationships with sales, product, and engineering teams

• Exceptional communication and leadership skills, with a proven ability to lead and inspire diverse, global teams

• Demonstrated experience leading global direct/indirect teams of +100 across multiple languages and cultures

• Demonstrated experience in process optimization, automation, and leveraging technology to enhance technical deployment.

• Strong business acumen with experience in managing budgets, resources, and P&L responsibilities

• Prior experience managing networking or enterprise security product services

• Estimated travel 30%

• STEM Bachelor’s Degree required or equivalent experience. Master’s degree or MBA preferred.

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

• Responsible for the Sales execution and governance in LATAM, in collaboration with the different Country Leaders and the Sales Operations lead, and in alignment with LATAM directions.

• Support overall GTM Strategy execution

• Strategic Deals & Sales Plays

• Driving the execution of the Account Strategy motion

• Monitoring the Region and Country performance, and designing initiatives required in each territory to improve or increase Sales excellence

• Replicating Best Practices across the region

Strategic Leadership and Execution:

• Lead and manage Sales execution and governance across Latin America, in alignment with regional and global objectives.

• Drive the execution of the Account Strategy motion and Customer Success motion, promoting customer retention and satisfaction.

• Monitor Sales performance across the region, designing and implementing initiatives to enhance sales effectiveness and excellence.

• Identify, document, and replicate Best Practices across the region to drive consistent success.

Strategic Deals and Sales Plays:

• Design and lead programs to enhance strategic deals, including executive engagement, Global & Strategic (Top 200 accounts) initiatives, and upsell initiatives on whitespace accounts.

• Collaborate with the Sales Operations and Strategy teams to ensure effective planning, segmentation, account selection, and the development of business cases for investment.

• Define and oversee the execution of the sales plan, ensuring alignment with LATAM objectives and optimizing sales effectiveness.

GTM Strategy and Transformation:

• Develop and execute the GTM (Go-to-Market) strategy for Latin America, in alignment with corporate objectives and regional goals.

• Lead the design, execution, and optimization of Sales Plays, ensuring the sales teams are well-prepared to maximize revenue opportunities.

• Drive the adoption of GTM transformation initiatives, ensuring alignment with global best practices while adapting to regional nuances.

Team Leadership and Development:

• Manage and lead the Sales Acceleration team, including Business Development Representatives (BDRs) and the Renewals team.

• Provide strategic guidance and ongoing support to the BDRs, ensuring a consistent pipeline generation and qualification process.

• Oversee the Renewals team, ensuring high retention rates and maximizing customer lifetime value.

• Collaborate with the Sales Enablement team to ensure continuous training and skills development for the sales force.

• Foster a high-performance culture focused on excellence, accountability, and continuous improvement.

Collaboration and Stakeholder Management:

• Establish strong relationships with the Country Leaders, Marketing, Sales Operations, and other stakeholders to ensure alignment and effective execution.

• Serve as a liaison between the Latin America region and global teams, ensuring that regional needs and insights are represented.

• Communicate effectively with the sales community, peers, and company executives to ensure understanding and adoption of regional sales programs.

Process Improvement and Efficiency:

• Identify and drive process optimization initiatives, enhancing efficiency and scalability in Sales Acceleration operations.

• Ensure consistency, standardization, and excellence in sales execution across the region.

• Continuously monitor and evaluate the effectiveness of sales programs, making data-driven adjustments to maximize results.

Your Experience

• Track record of successful sales experience and / or development & implementation of strategic sales related programs

• Strong stakeholder management and executive presence required (business, strategy & planning, sales operations)

• Experience in multi-cultural and across geographies organizations

• Ability to influence without authority, build strong senior relationships to gain input and consensus for design and implementation of changes

• Excellent communication (written and verbal) and presentation skills with experience presenting to an executive audience

• Experience working in a large matrix and international organization, in the technology space

• Superior and meticulous problem solving and analytical skills, combined with the ability to communicate concisely and summarize findings and recommendations appropriately for senior management

• A highly organized and self-motivated individual, able to oversee the timely and top-notch execution and ability to work under pressure to adhere to tight last-minute deadlines

• Experience in successful change management

All your information will be kept confidential according to EEO guidelines.

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

• Act as the key business partner to the SVP of Latin America Sales to design and run the operating rhythm of the function to ensure operational excellence.
• Partner with sales leaders to drive funnel and forecast management cadence to provide exceptional business predictability and ensure we meet / exceed growth goals.
• Provide guidance and advice on sales incentive from design to execution; including incentive design, exception handling, sales contests, SPIFF management, credit splits, etc.
• Partner with the theater business leaders and GTM strategy lead in developing business strategy, and own the translation of strategy into operational processes, programs and impact metrics.
• Translate GTM strategy into field capacity, Territory, Account and Quota plans to maximize growth including design and management of business controls to ensure accuracy of sales compensation.
• Partner with theater Ecosystem leadership to operationalize route to market business metrics, operating cadence and growth strategies.
• Support the Renewals sales leadership with forecast and funnel management as well as KPI setting and analysis.
• Support the business by collaborating with cross functional teams on new products, sales programs, channel incentives and other initiatives executed within the region.
• Monitor Sales KPIs and develop insights to drive action which optimize resources and decision making.
• Track the pulse of field trends and opportunities as a trusted advisor to the theater and field leaders on business matters.

Your Experience

• You have successfully progressed through multiple leadership roles in either sales operations or finance at complex, growth-oriented companies
• An excellent, demonstrated track record of inspiring and leading leaders, resulting in inclusive, high performing teams
• Bachelor degree in Economics/Business, MBA preferred
• 15+ years related experience showing strong career progression
• Multiregional management experience leading Operations or business strategy functions
• You have extensive Go To Market partnership experience in planning, routes to market, sales strategy and are viewed as a trusted advisor and partner by the sales leadership teams you have supported.
• Experience in driving business transformation and scaling business operations and strategy
• Excellent communication, analytical and business planning skills, with an understanding of SaaS, software, appliances and/or internet industry business models.
• Ability to prioritize business needs, adapt to rapid business changes and communicate effectively.
• Ability to collaborate and lead in a matrix environment.

All your information will be kept confidential according to EEO guidelines.