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Technical Customer Support Team Lead
2 months ago
About the Role
Palo Alto Networks is seeking an experienced Enterprise Support Delivery Manager to join our team. As a key member of our Technical Support team, you will be responsible for leading a team of Technical Support Engineers and providing strategic support to our customers.
Key Responsibilities
- Lead daily operations of a team of Technical Support Engineers to ensure seamless customer support and high-quality service delivery.
- Develop and implement strategies to improve customer satisfaction, reduce escalations, and increase efficiency.
- Collaborate with cross-functional teams, including Sales, Marketing, and Product Development, to ensure alignment and effective communication.
- Provide technical guidance and mentorship to team members to enhance their skills and knowledge.
- Develop and maintain relationships with key customers and stakeholders to ensure their needs are met and exceeded.
- Identify and implement process improvements to optimize support operations and reduce costs.
- Develop and manage budgets, forecasts, and performance metrics to ensure team goals are met.
- Stay up-to-date with industry trends, technologies, and best practices to ensure the team remains competitive and innovative.
Requirements
- 7+ years of experience in leading a Technical Support team or similar role.
- Technical experience in the Endpoint and Cloud Security industry is preferred.
- Proven work experience as a people manager with a track record of success.
- Superior project management skills with the ability to prioritize tasks, delegate effectively, and manage multiple projects simultaneously.
- 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 is preferred.
What We Offer
Palo Alto Networks is committed to providing a dynamic and inclusive work environment that fosters innovation, creativity, and growth. We offer a competitive salary, comprehensive benefits package, and opportunities for professional development and advancement.
Why Join Us
Palo Alto Networks is a leader in the cybersecurity industry, and we're looking for talented individuals who share our passion for innovation and customer success. If you're a motivated and results-driven professional with a passion for cybersecurity, we encourage you to apply for this exciting opportunity.
