Manager of Technical Support for Government Clients

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 designed to foster customer success through our renowned network security offerings. In a rapidly expanding sector, the ability to scale, optimize, and maintain high performance is crucial. The Support Delivery team consists of a talented group of engineers dedicated to supporting mission-critical customer environments. This individual will oversee the effectiveness of our front-line support team and is expected to enhance delivery excellence, ensuring Palo Alto Networks remains a leader in the industry. Additionally, we are in search of someone with the expertise and motivation to help grow 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 is a key differentiator for Palo Alto Networks, driving loyalty and repeat business. Your performance will be evaluated based on your ability to meet customer satisfaction objectives, which is the primary measure of our support organization’s success.
  • Operational Management: Oversee daily operations including case inflow, backlogs, updates, engineer compliance, escalations, and other relevant Technical Assistance Center metrics. These measures are essential to ensure an outstanding customer experience.
  • Performance Management: Equip team managers and engineers with the necessary resources and processes to achieve sustained performance throughout release cycles. Provide experienced guidance to help the team meet organizational objectives, maximizing opportunities for recognition and rewards.
  • Training and Mentoring: Deliver and ensure effective technical and soft skills training, fostering a collaborative learning environment that enhances customer satisfaction. Standardized training programs should be consistently implemented.
  • Establish Goals & Objectives: Align team goals with broader organizational objectives. Regularly assess performance against these goals and conduct annual reviews for all direct reports.
  • Educational Programs: Support the development and expansion of educational initiatives to enhance candidate sourcing and ensure uniform training across global teams.
Your Experience
  • Over 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 including routers, switches, firewalls, and VPN routers from vendors such as Checkpoint, Juniper, Fortinet, and Cisco.
  • Technical background in the Network Security sector.
  • Experience as a network administrator (or equivalent) in Windows, Linux, or Unix environments.
  • Proven track record in developing and managing global technical education programs, utilizing both traditional and innovative learning methods.
  • Preferred background in internetworking, LAN, and WAN technologies.
  • Availability for shift work, including nights and weekends.
  • A degree in Computer Science or equivalent military experience is preferred.
The Team

Our technical support team plays a vital role in our mission. By joining this team, you will contribute to customer success by assisting government clients post-purchase. Our commitment to our customers extends beyond the sale, adapting to evolving threats and technologies to fulfill our mission.

You will engage in the implementation of new products, facilitate transitions from legacy systems, and resolve critical issues proactively, ensuring our clients receive unparalleled support.

Our Commitment

We are innovators who aspire to challenge the status quo in cybersecurity. Our mission relies on diverse teams working collaboratively.

Palo Alto Networks is an equal opportunity employer, celebrating diversity in our workplace. All qualified applicants will be considered for employment without regard to any legally protected characteristics.

Your information will be kept confidential in accordance with EEO guidelines.

The compensation for this position will be determined based on qualifications, experience, and location. For candidates receiving an offer, the expected starting base salary is between $118,600 and $191,950 per year, which may include restricted stock units and bonuses.

Immigration Sponsorship: This role is not eligible for immigration sponsorship.

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