Palo Alto Director Technical Customer Support Global 

Brazil, São Paulo, São Paulo 

773912928

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.