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 working relationships with sales, customers, and partners
Your Experience
- 7+ years of Experience in leading a Technical Support Engineers team, or similar
- Technical experience in the Endpoint and Cloud Security Industry is preferred
- Proven work experience as a people manager
- Superior project management skills
- Demonstrated ability to effectively manage escalations of complex problems, prioritize a demanding workload, delegate appropriately, and deliver results under pressure
- Validated leadership skills including effective oral and written communication, performance management, issue/conflict resolution, negotiation, motivating others, forecasting, and planning
- Knowledge of Enterprise Endpoint technologies, security and cutting-edge infrastructures
- Enterprise support and service delivery experience preferred
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 $118,600/yr to $191,950/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.
