Palo Alto Sr Director Technical Support EMEA 

Spain, Community of Madrid, Madrid 

896241622

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

Your Impact

• Drive an operational rigour that meets the needs and requirements of the business and is aligned with global delivery teams.

• Establish an energetic and empowered culture that attracts, motivates, and retains talent.

• Understand and take corrective actions based on data analytics, operational reporting, and analysis.

• Enforce established processes, create new process where appropriate

• Drive operational improvements through the use of relationship building and high quality data.

• Manage Customer Support projects as needed

• Provide professional development for all team members

• Work across the organization to define, establish and support cross-functional solutions.

• Establish strong working relationships with peers to drive customer-oriented solutions, which continually improve their support experience.

Your Ideal Experience

• Leading, building and developing high performing technical support teams with world class metrics.

• Proven Customer focus and advocacy.

• Driving collaborative relationships with product development teams with demonstrable outcomes that influence product quality, serviceability and supportability.

• Forging strong relationships with Sales and Pre-sales organisations.

• Unified customer health management experience with Professional Services and Customer Success organisations.

• Participate in the development and execution of transformational projects.

• Ten (10) + years’ management experience, leading a technical support organization as part of an international 24x7x365 enterprise support organisations.

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.

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