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Manager of Technical Support for Government Clients

2 months ago

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

Position Requirement: U.S. citizenship is mandatory for this role due to federal government compliance.

Company Vision

At Palo Alto Networks, our core mission is to be the trusted cybersecurity partner, safeguarding our digital landscape.

We envision a world where every day is more secure than the last. Our company thrives on innovation and challenges the status quo, seeking individuals who are passionate about advancing the future of cybersecurity.

Work Philosophy

We prioritize flexibility and choice in our employee programs, recognizing that each individual has unique needs. Our approach allows employees to select what best suits their preferences, from wellness support to professional development.

We value collaboration and in-person engagement, which is why our employees typically work from the office three days a week, reserving two days for flexible work arrangements. This structure promotes spontaneous discussions, effective problem-solving, and strong relationships. Our aim is to cultivate an environment where innovation flourishes through teamwork.

Your Role

Palo Alto Networks is in search of a seasoned Support Delivery Manager to enhance customer success with our leading network security solutions. In this rapidly growing sector, the ability to scale, optimize, and maintain high performance is crucial. The Support Delivery team comprises skilled engineers dedicated to supporting mission-critical customer environments. This role entails overseeing the performance of our frontline support team and is expected to implement and refine delivery excellence, ensuring Palo Alto Networks remains a leader in the industry. Additionally, we seek an individual with the expertise and ambition 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 of our support organization.
  • Operational Oversight: Manage daily case inflow, backlogs, updates, engineer adherence, escalations, and relevant Technical Assistance Center metrics to ensure exceptional customer experiences.
  • Performance Oversight: Equip team managers and engineers with the necessary resources and processes to achieve sustained performance. Provide guidance to help the team meet organizational objectives and maximize opportunities for recognition.
  • Training and Development: Deliver 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: Support and expand educational programs to enhance candidate sourcing and ensure consistent training across global teams.
Your Qualifications
  • Availability for 2nd shift work, from 11 AM to 9 PM Central Time (CT).
  • Over 10 years of experience in enterprise support and service delivery is preferred.
  • Previous management experience leading a diverse team of technical support engineers.
  • Proficient knowledge of Network Security technologies (e.g., Routers, Switches, Firewalls, VPNs).
  • Technical background 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.
  • Willingness to work nights and weekends as needed.
  • BA/BS in Computer Science or equivalent military experience is preferred.
Team Overview

Our technical support team plays a vital role in our mission. By providing assistance to government clients post-purchase, we ensure their success. Our commitment to our customers evolves as threats and technologies change, allowing us to fulfill our mission effectively.

In this role, you will engage in implementing new products, transitioning from legacy systems, and resolving critical issues proactively to ensure optimal client support.

Our Commitment

We are innovators who aspire to challenge the norms of cybersecurity. Our mission cannot be achieved without diverse teams working collaboratively.

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

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

The compensation for this position will depend on qualifications, experience, and work location, with a starting base salary expected to range based on these factors.

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