Lead Manager for Technical Customer Support in Government

2 weeks ago

Plano, Texas, United States Palo Alto Networks Full time
Your Career

Palo Alto Networks is seeking a seasoned Support Delivery Manager with a focus on enterprise solutions. This pivotal role is dedicated to ensuring customer success with our leading network security offerings. In a rapidly evolving business landscape, qualities such as scalability, optimization, and sustained performance are paramount. The Support Delivery team is composed of high-achieving engineers who cater to mission-critical customer environments. This individual will oversee the effectiveness of our front-line support delivery team and is expected to implement and refine delivery excellence, keeping Palo Alto Networks at the forefront of the cybersecurity industry. Furthermore, we are in search of someone with the expertise and motivation to help expand our Technical Assistance Center Academy program, aimed at identifying and training new engineers for success within Palo Alto Networks.

Your Impact
  • Customer Satisfaction: Customer support serves as a strategic differentiator for Palo Alto Networks, fostering customer loyalty, positive references, and repeat business. Your performance will be evaluated based on your ability to meet customer satisfaction targets, which is the primary metric for our support organization and a reflection of our mission to ensure customer success.
  • Operational Management: Oversee daily case inflow, backlogs, updates, engineer compliance, case escalations, and other relevant Technical Assistance Center metrics. All measures are designed to guarantee an exceptional customer experience with our support team and products.
  • Performance Management: Ensure that team leaders and engineers have the necessary resources, cross-functional relationships, and processes to achieve sustained performance throughout release cycles. Provide seasoned guidance to the team to meet organizational objectives and maximize opportunities for engineers to exceed targets and gain recognition.
  • Training and Mentoring: Directly deliver and ensure appropriate technical and interpersonal skills training, fostering a collaborative learning environment that enhances customer satisfaction. Ensure consistent and standardized training programs are effectively implemented.
  • Establish Goals & Objectives: Align team goals with overarching organizational objectives. Set and monitor specific goals for direct reports, providing regular performance feedback and conducting annual reviews.
  • Educational Programs: Assist in the development and expansion of educational initiatives to enhance candidate sourcing and ensure uniform training across global organizations.
Your Experience
  • 10+ years of experience in enterprise support and service delivery is preferred.
  • Previous management experience leading a team of technical support engineers with varying levels of expertise.
  • Familiarity with Network Security technologies (Routers, Switches, firewalls, VPN routers - Checkpoint, Juniper, Fortinet, Cisco).
  • Technical background in the Network Security sector.
  • Experience as a network administrator (or equivalent) in Windows, Linux, or Unix environments.
  • Experience in developing, launching, and maintaining global technical education programs, utilizing both traditional and innovative learning methods.
  • Preferred: Background in internetworking, LAN, and WAN technologies.
  • Shift work may be required (including nights and weekends).
  • BA/BS in Computer Science or equivalent military experience is preferred.
The Team

Our technical support team plays a crucial role in our success and mission. As part of this team, you will facilitate customer success by providing support to government clients post-purchase of our products. Our commitment to our customers evolves continuously, adapting to changing threats and technologies to fulfill our mission.

Your involvement will include implementing new products, transitioning from legacy systems, and addressing critical issues as they arise – proactively seeking out challenges to ensure our clients receive optimal support. We focus on resolving technical problems, with a commitment to delivering the best customer support in the industry.

Our Commitment

We are innovators who aspire to make significant strides, take calculated risks, and challenge the status quo in cybersecurity. Our mission cannot be accomplished without diverse teams collaborating effectively.

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to any legally protected characteristics.

All information will be kept confidential according to EEO guidelines.

The compensation for this position will depend on qualifications, experience, and work location. The starting base salary for non-sales roles or base salary plus commission target for sales roles is expected to be competitive. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found in our resources.

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