Manager of Technical Support for Government Clients

2 weeks ago

Plano, Texas, United States Palo Alto Networks Full time
Job Overview

Job Summary

To meet U.S. federal government requirements, U.S. citizenship is mandatory for this role.

Company Vision

At Palo Alto Networks, our mission is at the core of everything we do:

To be the preferred cybersecurity partner, safeguarding our digital existence.

We envision a future where each day is more secure than the last. Our company is founded on the principles of challenging norms and innovating the cybersecurity landscape, and we seek individuals who share our passion for shaping the future of this industry.

Work Philosophy

We prioritize flexibility and choice in all our employee programs. We have redefined the conventional approach to employee needs, offering personalized options that cater to individual preferences, from wellness support to professional development.

At Palo Alto Networks, we value collaboration and the importance of face-to-face interactions. Our employees typically work from the office three days a week, allowing two days for flexible work arrangements where they feel most productive. This structure encourages spontaneous discussions, effective problem-solving, and strong relationships. While specifics may evolve, our aim is to cultivate an environment where innovation flourishes, with teams collaborating in person three days a week.

Your Role

Palo Alto Networks is in search of a seasoned Support Delivery Manager for enterprises. This position is crucial for ensuring customer success with our leading network security solutions. In this rapidly growing sector, scaling, optimization, and sustained performance are vital. The Support Delivery team consists of high-achieving engineers dedicated to supporting mission-critical customer environments. The selected candidate will oversee the performance of our front-line support team and is expected to implement and enhance delivery excellence, maintaining Palo Alto Networks' leadership in the industry. Additionally, we seek someone with the expertise and motivation to expand our Technical Assistance Center Academy program, aimed at identifying and training new engineers for success within our organization.

Your Contributions

  • Customer Satisfaction: Customer support is a key differentiator for Palo Alto Networks, driving loyalty and repeat business. You will be evaluated on your ability to meet customer satisfaction objectives, which is the primary metric for our support organization and reflects our commitment to making our customers successful.
  • Operational Oversight: Manage daily case inflow, backlogs, updates, engineer compliance, escalations, and other relevant Technical Assistance Center metrics to ensure an exceptional customer experience.
  • Performance Leadership: Ensure that team leaders and engineers have the necessary resources and processes to achieve sustained performance. Provide experienced guidance to help the team meet organizational objectives and maximize opportunities for recognition and rewards.
  • Training and Development: Directly provide and ensure effective technical and soft skills training, fostering a collaborative learning environment that enhances customer satisfaction.
  • Goal Setting: Establish team objectives aligned with organizational goals, monitor progress, and provide regular performance feedback.
  • Educational Initiatives: Assist in developing and expanding educational programs to enhance candidate sourcing and ensure consistent training across global teams.

Your Qualifications

  • Willingness to work 2nd shift, 11am - 9pm Central Time (CT).
  • Over 10 years of experience in enterprise support and service delivery preferred.
  • Previous management experience leading a team of technical support engineers.
  • Knowledge of Network Security technologies (Routers, Switches, firewalls, VPN routers - Checkpoint, Juniper, Fortinet, Cisco).
  • Technical expertise in the Network Security sector.
  • Experience as a network administrator in Windows, Linux, or Unix environments.
  • Experience in developing and maintaining global technical education programs.
  • Preferred background in internetworking, LAN, and WAN technologies.
  • Availability for shift work, including nights and weekends.
  • BA/BS in Computer Science or equivalent military experience preferred.

The Team

Our technical support team plays a vital role in our mission. As part of this team, you will enable customer success by providing support to government clients after they have acquired our products. Our commitment to our customers evolves with their needs, ensuring they are supported as threats and technologies change.

You will be involved in implementing new products, transitioning from legacy systems, and addressing critical issues as they arise, ensuring our clients receive the highest level of support.

Our Commitment

We are innovators who think big, take risks, and challenge the status quo in cybersecurity. We recognize that we cannot fulfill our mission without diverse teams working together.

Palo Alto Networks is an equal opportunity employer, celebrating diversity in our workplace. 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 is expected to be between $118,600/yr to $191,950/yr, with potential for additional compensation in the form of restricted stock units and bonuses.

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

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