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Enterprise Support Delivery Manager

2 months ago

Plano, Texas, United States Palo Alto Networks Full time
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 play a critical role in enabling customer success with our award-winning network security products.

Key Responsibilities
  • Customer Satisfaction: Drive customer satisfaction goals and measure success through customer loyalty, positive references, and repeat business.
  • Operational Management: Manage case inflow, backlogs, updates, engineer adherence, case escalations, and other applicable Technical Assistance Center dashboards and measurements.
  • Performance Management: Ensure team managers, leads, and engineers have the resources, cross-functional relationships, and processes necessary to achieve successful and sustained performance through release cycles.
  • Training and Mentoring: Provide technical and soft skills training, as well as mentoring, to ensure a collaborative learning environment and maximize customer satisfaction.
  • Establish Goals & Objectives: Set team goals in-line with overall organizational goals, set and monitor specific goals and objectives for direct reports, and provide regular feedback related to performance.
  • Educational Programs: Assist in enabling and expanding various educational efforts and programs to enhance candidate sourcing and ensure consistent training across organizations globally.
Requirements
  • 10+ years of experience in enterprise support and service delivery.
  • Prior management experience leading a team of technical support engineers.
  • Knowledge of Network Security (Routers, Switches, firewalls, VPN routers - Checkpoint, Juniper (Netscreen), Fortinet, Cisco).
  • Technical experience in the Network Security Industry.
  • Experience as a network administrator (or equivalent) in a Windows, Linux, or Unix environment.
  • Experience developing, launching, expanding, and maintaining global technical education programs.
  • BA/BS in Computer Science or equivalent military experience.
About Us

Palo Alto Networks is a leader in the cybersecurity industry, dedicated to providing innovative solutions to protect our customers' networks and data. We are committed to diversity and inclusion, and we strive to create a workplace that is welcoming and inclusive for all employees.