Palo Alto Manager Technical Support 

India, Karnataka, Bengaluru 

577140860

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 company's goals and objectives
• Ensure that the team has the resources and processes necessary for successful and sustained performance
• Provide mentorship and direction to the team to deliver on company goals and objectives, and improve opportunities, such as response time and resolution time objectives
• Directly provide and ensure appropriate technical and soft skills training and mentoring
• Set team goals in line with overall company goals, while reflecting specific goals for direct reports that roll up into the larger organisation's objectives
• Perform annual reviews of all direct reports, providing guidance and continuous mentorship for reports to exceed expectations
• Assist the team in solving customer issues, prioritising issues, negotiating customer priorities, and setting expectations
• Build positive relationships with sales, customers, and partners

Your Experience

• Experience in leading a team of Technical Support Engineers or similar
• At least three years of people management experience
• Demonstrated ability to effectively manage escalations of complex problems, prioritise a demanding workload, delegate appropriately, and deliver results under pressure
• Validated leadership skills, including effective verbal and written communication, performance management, issue/conflict resolution, negotiation, motivating others, forecasting, and planning
• Technical experience in the Network Security and Cloud Security Industry is desirable
• Familiar with supporting cloud-based products, coordinating with support operations teams, e.g., SRE, CRE, DevOps
• Understanding and knowledge of cloud-based technologies (such as SASE), to the extent of comprehending and communicating effectively with C-Suite executives
• Knowledge of basic Networking and Security concepts - IPSEC, TCP/IP, PKI, SSL/ TLS, HTTP/HTTPS, SAML, LDAP, RADIUS
• Enterprise support and service delivery experience preferred

You’ll be involved in implementing new products, transitioning from old products to new, and will resolve integrations and critical issues as they arise – in fact, you’ll proactively 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.

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