Renewals Sales Support Manager jobs at Palo Alto in United States, Plano

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

Your Impact

• Enablement of the TAC teams - Assist with both ad hoc Q&A and structured training throughout the year

• Ownership of critical issues. This doesn’t always mean being responsible for the case, the focus is on the technical driver of the case the customer calls about. This usually means working with the TAC case owner and engineering on a replication or verification, sending guidelines and communicating updates

• New product development - combine the responsibility of continuing our state-of-the-art technical knowledge and skills learned from prior technical support, an Enablement engineer will identify supportability and usability requirements for new products during the design phase as well as post GA via enhancement requests

• Develop and deliver training materials for TAC. Training is a key component of the day-to-day success of support. An Enablement engineer is responsible for staying up to date with technical details on Palo Alto Networks new products and industry in general and sharing those details with TAC via white papers, BBLs, or TOIs

• Develop tools for TAC – For better visibility and troubleshooting

• Filling in the gaps. Sometimes there are opportunities to “catch” a problem before it escalates. Our team is positioned to identify or help in these unplanned projects that result in a better customer experience, cost reduction or better security

Your Experience

• Experience: 7+ years in support roles, working directly with large global customers and partners in addition to internal teams (such as DevOps, Engineering, QA, Product managers..)

• Experience as an Enablement Engineer or an Escalations Engineer is a plus

• Experience working with Public Cloud provider technologies and services (AWS, Azure, GCP, OCI, Alibaba, etc..).

• Excellent written and verbal communication skills

• Scripting skills (JS/Python/Powershell)

• Strong proficiency in both Linux and Windows operating systems

• Kubernetes implementation and troubleshooting experience is required

• Experience training internal technical teams is a plus

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 $123200 - $199100/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

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

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

Your Career

We offer the chance to be part of an important mission: ending breaches and protecting our way of digital life. If you are a motivated, intelligent, creative, and hardworking individual, then this job is for you!

Your Impact

Team and Individual Impact:

• Work with channel partners, distributors, and sales teams to provide quotes for maintenance and subscriptions renewals prior to contract expiration dates

• Validate and confirm the accuracy of all supporting data for the quote and resolve any discrepancies

• Identify root causes of quoting issues, communicate findings to the broader renewals organization, and work with the cross functional teams to resolve

• Develop KPIs to measure the success of the business, including reporting to understand quote volumes, effectiveness of distribution quoting, etc.

• Maintain thorough and accurate installed customer base and service contract information in SAP and other applications

• Clearly understand all product offering, subscription, and renewal licensing models

• Maintain detailed notes, quotes, and relevant information on each renewal account within Salesforce.com

• Handle and manage internal credits and assets requests

• Proactively provide channel partners with upcoming renewal reports

• Serve as an escalation point to the team and distributors on issues, including those that involve delays on providing timely quotes and system issues

• Closely collaborate with our distributors, channel partners, IT and other stakeholders to proactively communicate and drive renewal quoting changes, pricing, and enablement

• Provide territory coverage support as needed for vacancies, leave of absences, etc.

• Drive and execute follow up communications with our distributors and sales teams on long tail renewals to increase on time renewal rates

Your Experience

• Related experience in renewals management, quoting, or related sales roles

• Change advocate who works well in a fast-paced, deadline driven environment

• High attention to detail and proven organization and administration skills

• Experience using SalesForce.com

• Excellent verbal and written communication skills

• 3-5 years of experience leading, coaching and developing people

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 $98000 - $158,500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

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

• You will serve as the Professional Services leader for your team, ensuring service delivery exceeds customer expectations and drives high levels of customer engagement .
• Own the comprehensive financial and operational management of the business, which includes executing all activities tied to defined goals such as accelerating backlog retirement and ensuring revenue accuracy .
• Your leadership will drive operational excellence and ensure consistent operational discipline and accurate reporting, including ownership of key business metrics such as utilization and customer satisfaction .
• Ensure your team is appropriately staffed and has the necessary capacity to achieve quarterly goals, effectively managing a diverse mix of delivery resources (e.g., regional and global delivery teams) to achieve optimal efficiency .
• Champion the integration of AI/ML tools to optimize internal Professional Services operations, drive efficiency in service delivery, and develop innovative execution strategies to increase team productivity.
• A significant portion of your impact is external: collaborating with the sales leadership team, product, portfolio and support teams where you will act as the Professional Services liaison to enable client success. You will build strong customer relationships and be the point of contact for successfully handling customer escalations to maintain high customer satisfaction.
• Focus on the efficient delivery of standardized professional service offerings, focusing on accelerating the customer's time-to-value (TTV) and enforcing high-quality , standardized service delivery methodologies across all engagements.

Your Experience

• 7+ years leading and scaling Professional Services or Customer Success teams responsible for the successful deployment and ongoing operation of complex enterprise security architectures, specifically SASE .

• 5+ years of experience in a management role overseeing technical consultants, architects, Customer Success Engineers or Resident Engineers/Extended Expertise staff, with teams of 10+ technical resources.

• Proven expertise in managing the full Professional Services or Customer Success project lifecycle from pre-sales through to successful project closeout and revenue recognition .

• Strong foundational understanding of Internet security concepts and products, with a deep demonstrated knowledge of SASE architecture and its components .

• Demonstrated experience running a profitable Professional Services or Customer Success business , including achieving revenue/margin targets, managing backlog health, and optimizing project closure rates.

• Skilled in key business systems, including:

  • Experience with Professional Services Automation tools (e.g., Clarizen, Certina, Kantata) for tracking metrics like utilization, time-off, and backlog.

  • Experience with Sales Management tools (e.g., Salesforce) for revenue forecasting and pipeline review.

  • Experience with Business Intelligence tools (e.g., Tableau) for reporting on key operational metrics.

• Demonstrated ability to manage critical customer escalations effectively and ensure prompt resolution for high-profile clients.

• Excellent written and verbal communication skills with the ability to clearly articulate complex technical knowledge to non-technical individuals and leadership.

• Bachelor’s Degree or equivalent military experience.

• Relevant industry certifications such as CISSP and/or PMP are highly desirable.

• Ability to travel up to 25% domestically to customer sites and internal business meetings.

As threats and technology evolve, 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. But you won’t wait for them to be raised, you’ll seek them out, too. We fix and identify technical problems with a pointed focus of 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 $178000 - $245500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

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

** To comply with U.S. federal government requirements, U.S. citizenship is required for this position. **

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

Your Career

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high-pressure situations).

Your Impact

• Offer advanced-level technical assistance to our Public Sector customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure
• Effectively communicate technical solutions to technical and executive stakeholders, fostering trust and credibility within government agencies and organizations
• Provide tailored troubleshooting, configuration guidance, and best practices, with an understanding of government compliance and security requirements
• Take ownership of support cases from initiation to resolution, ensuring meticulous documentation of all troubleshooting steps, timely updates, and comprehensive closure summaries in the ticketing system
• Conduct multi-vendor troubleshooting on complex customer engagements, ensuring a seamless experience for public sector partners
• Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and industry best practices to customers
• Be a subject matter expert on core technologies of Palo Alto Networks product line, particularly in environments relevant to public sector customers
• Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools
• File bug reports with the engineering team and develop test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle
• Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides
• Travel to customer sites in the event of a critical situation to expedite resolution as required
• 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.

Your Experience

• Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues
• Strong analytical and problem-solving skills, self-motivated and detail-oriented with the ability to see the bigger picture
• Ability to work independently, as well as contribute as a team player
• Knowledge of one or more virtualization hypervisors - VMWare ESX/ESXi, KVM/Qemu, Citrix, XenServer, Microsoft Hyper-V
• Demonstrable basic knowledge with AWS and Microsoft Azure installation, configuration, and administration of security features and services including identity and access management, service-related security features, networking, firewalls, encryption, and related best practices
• Experience interfacing with firewalls and firewall technology. Next-Generation Firewall (NGFW) experience preferred
• Demonstrate basic knowledge of Google Cloud Platform (GCP) and Oracle cloud infrastructure(OCI)
• Knowledge of deploying firewalls in one or more Public cloud infrastructures: AWS, Azure, GCP, OCI and Alibaba
• Experience deploying third-party networking and security services into VMware NSX for vSphere is a plus
• Good understanding of the following networking protocols (TCP/IP, Ethernet, VLAN, OSPF, BGP)
• Good understanding with Security Protocols (IPSEC / SSL-VPN / NAT)
• Good understanding of Unix/Linux and Windows operating systems
• Experience with Cisco, Checkpoint, Juniper(Netscreen), Fortinet is a plus
• Knowledge of traffic generation tools and scripting languages is a plus

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.

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 $108,000 - $162,000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

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

** To comply with U.S. federal government requirements, U.S. citizenship is required for this position. **

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

Your Career

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high-pressure situations).

Your Impact

• Offer advanced-level technical assistance to our Public Sector customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure
• Effectively communicate technical solutions to technical and executive stakeholders, fostering trust and credibility within government agencies and organizations
• Provide tailored troubleshooting, configuration guidance, and best practices, with an understanding of government compliance and security requirements
• Take ownership of support cases from initiation to resolution, ensuring meticulous documentation of all troubleshooting steps, timely updates, and comprehensive closure summaries in the ticketing system
• Conduct multi-vendor troubleshooting on complex customer engagements, ensuring a seamless experience for public sector partners
• Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and industry best practices to customers
• Be a subject matter expert on core technologies of Palo Alto Networks product line, particularly in environments relevant to public sector customers
• Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools
• File bug reports with the engineering team and develop test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle
• Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides
• Travel to customer sites in the event of a critical situation to expedite resolution as required
• 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.

Your Experience

• Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues
• Strong analytical and problem-solving skills, self-motivated and detail-oriented with the ability to see the bigger picture
• Ability to work independently, as well as contribute as a team player
• Knowledge of one or more virtualization hypervisors - VMWare ESX/ESXi, KVM/Qemu, Citrix, XenServer, Microsoft Hyper-V
• Demonstrable basic knowledge with AWS and Microsoft Azure installation, configuration, and administration of security features and services including identity and access management, service-related security features, networking, firewalls, encryption, and related best practices
• Experience interfacing with firewalls and firewall technology. Next-Generation Firewall (NGFW) experience preferred
• Demonstrate basic knowledge of Google Cloud Platform (GCP) and Oracle cloud infrastructure(OCI)
• Knowledge of deploying firewalls in one or more Public cloud infrastructures: AWS, Azure, GCP, OCI and Alibaba
• Experience deploying third-party networking and security services into VMware NSX for vSphere is a plus
• Good understanding of the following networking protocols (TCP/IP, Ethernet, VLAN, OSPF, BGP)
• Good understanding with Security Protocols (IPSEC / SSL-VPN / NAT)
• Good understanding of Unix/Linux and Windows operating systems
• Experience with Cisco, Checkpoint, Juniper(Netscreen), Fortinet is a plus
• Knowledge of traffic generation tools and scripting languages is a plus

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.

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 $108,000 - $162,000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

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

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

Your Career

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.

Under Focused Services, you will be a designated customer advocate who will assist in providing tailored support, weekly reviews, root cause analysis for critical issues, release review and upgrade planning, and a quarterly business review. You will provide personalized support and become deeply familiar with your implementation and business priorities to proactively drive best practices and help you continuously improve your security posture.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Your Impact

• Offer advanced-level technical assistance to our top-tier customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure
• Effectively communicate technical solutions to technical and executive stakeholders, fostering trust and credibility at the highest levels of our customers' organizations
• Provide tailored troubleshooting, configuration guidance, and best practices
• Take ownership of support cases from initiation to resolution, ensuring meticulous documentation of all troubleshooting steps, timely updates, and comprehensive closure summaries in the ticketing system
• Effectively manage critical and challenging customer support cases for multi-vendor troubleshooting on complex customer engagements and build positive external customer experience by working closely with Account, Sales, and Marketing teams
• Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and standard methodologies to customers
• Be the subject matter expert on core technologies of Palo Alto Networks product line
• Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools
• File bug reports with the engineering team and develops test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle
• Facilitate the hiring and onboarding process with technical screens, train new hires on technical and soft skills, and enable process and tools knowledge for readiness
• Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides
• Travel to customer sites in the event of a critical situation to expedite resolution as required
• 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.

Your Experience

• Minimum of 7 years of network security experience
• Expertise in TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g BGP, OSPF, EIGRP), branch, and center architectures
• Advanced understanding of packet flow across multiple OSI layers
• Extensive experience with troubleshooting Remote Access VPN solutions including IPSEC, PKI & SSL technologies
• Ability to independently debug broad, complex, and unique networks with mixed media and protocols required
• In-depth knowledge of networking operations - TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT - Static, Dynamic, and PAT
• Proficiency with network troubleshooting tools - Wireshark, GNS3
• Strong grasp authentication protocols - LDAP, TACACS+, Radius
• Skilled in engaging executive-level stakeholders with clear technical communication
• Proven track record of effectively communicating technical concepts to diverse audiences
• Consistently maintains rigorous case management practices, ensuring thorough documentation and timely updates
• The below skills are a plus
  • Virtualization experience (AWS, Azure, VMWare, OpenStack)
  • Experience with Windows, MAC OS, and Linux (Debugging, Editing Registries, Plist etc.)
  • Experience with Python or Shell scripting a plus
  • Multi-Vendor Exposure - Cisco Advanced Security Appliances, Palo Alto Next-Generation Firewalls, Prisma Access, Cisco Firepower, Checkpoint Firewalls, Cisco Switches, and Intrusion Detection/ Intrusion Prevention Systems
• BS in computer science, information technology, computer architecture, electrical engineering, mathematics or related experience or equivalent military experience required
• Excellent written and verbal communication skills
• Willingness to work outside of normal business hours (As business needs dictate)

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.

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 $108,000 - $162,000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

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

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

Your Career

As a Sr. IT Software Engineer at Palo Alto Networks, you'll be joining a team committed to shaping the future of cybersecurity. This role focuses on design, backend development, database management, and leveraging AI to build innovative solutions. You will be instrumental in designing and building autonomous AI agentic solutions that proactively plan and execute multi-step tasks using various tools and APIs, while contributing to the overall mission of protecting our digital way of life.

Your Impact

• Database Management: Design, query, optimize, and manage NoSQL Databases (e.g., MongoDB, Cassandra) and MySQL/MSSQL, including schema design, performance tuning, replication, sharing, and backup strategies.

• Backend Development: Develop scalable, maintainable, and high-performance microservices using Python/ Java and Spring Boot, focusing on object-oriented design, RESTful API development, database integration, and security frameworks. Familiarity with Maven, Gradle, and testing frameworks like JUnit is essential for JAVA development.

• AI Experience: Design and build autonomous AI agentic solutions, with hands-on experience in LLM architecture, including fine-tuning, prompt engineering, and Retrieval-Augmented Generation (RAG). Develop agentic workflows (A2A) that leverage LLM reasoning for independent decision-making and complex goal achievement.

• Cloud Platforms: Utilize Google Cloud Platform (GCP) services such as Compute Engine, Cloud Storage, Cloud Functions, and Cloud Pub/Sub, with experience deploying, managing, and scaling applications on GKE (Google Kubernetes Engine).

• DevOps & CI/CD: Apply familiarity with CI/CD pipelines, preferably using GCP tools like Harness or Jenkins, and experience with Git, version control systems, and automated testing frameworks.

Your Experience

• UG/PG degree in Computer Science, Engineering, or a related field or military experience required.

• 5+ years of overall experience with 2+ years hands-on experience in designing and building autonomous AI agentic solutions, including LLM architecture, fine-tuning, prompt engineering, and RAG.

• Strong experience in Java programming and Spring Boot for building scalable microservices.

• Proficiency in NoSQL Databases (MongoDB, Cassandra) and MySQL/MSSQL, including schema design, querying, and performance tuning.

• Extensive experience with Google Cloud Platform (GCP) services and GKE.

• Familiarity with CI/CD pipelines using tools like Harness or Jenkins, and experience with Git and automated testing.

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