Being the cybersecurity partner of choice, protecting our digital way of life.
Your Impact
- Lead daily operations of a team of Technical Support Engineers in line with the organizational goals and objectives
- Provide customer support as a strategic differentiator for Palo Alto Networks, helping drive customer loyalty, reference ability and repeat business
- Ability to achieve the customer satisfaction goals, which is the single most important measurement of the support organization, and the best way to measure our ability to achieve our mission to “Make our customers successful!”
- Ensure that engineers have the resources and processes necessary to ensure success and performance through release cycles
- Mature and experienced guidance and direction to the team to deliver on goals and objectives and maximize engineer opportunity to exceed targets and earn rewards and recognition
- Provide appropriate technical and soft skills training and mentoring
- Ensure training is effectively addressing our goal to create a learning environment and maximizing customer satisfaction levels
- Create consistent onboarding training programs are used and delivered effectively
- Propagate Goals & Objectives - Set team goals in-line with overall organizational goals. Set specific goals for direct reports
- Perform annual reviews of all direct reports - set quarterly goals and provide regular feedback on performance with respect to agreed upon goals
- Customer Escalation Management, triage, prioritize issues, negotiate customer priorities and manage expectations
- Build strong relationships with sales, customers, and partners
Your Experience
- 10+ years of experience in enterprise support and service delivery preferred
- 3+ years technical lead or relevant management experience
- Knowledge of Network Security devices (Routers, Switches, firewalls, VPN routers - Checkpoint, Juniper (Netscreen), Fortinet, Cisco)
- Technical experience in the Network Security Industry
- Network Security knowledge in Public or Private is a plus
- Knowledge of public cloud and private cloud networking
- Background in internetworking, LAN, and WAN technologies
- Background in debugging broad, complex, and unique networks with mixed media and protocols
- Experience as a network administrator (or equivalent) in an NT or Unix environment is a plus
- BA/BS in computer science or equivalent work experience or equivalent military experience required (MBA a plus)
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 $118000 - $191500/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.
