Enterprise Support Delivery Manager

4 weeks ago

Plano, Texas, United States Palo Alto Networks Full time
Job Title: Enterprise Support Delivery Manager

Palo Alto Networks is seeking an experienced Enterprise Support Delivery Manager to join our team. As a key member of our Support Delivery team, you will be responsible for leading a team of Technical Support Engineers and ensuring the delivery of exceptional customer support.

Key Responsibilities:
  • Lead daily operations of a team of Technical Support Engineers in line with organizational goals and objectives
  • Provide customer support as a strategic differentiator for Palo Alto Networks, helping drive customer loyalty, reference ability, and repeat business
  • Ensure that engineers have the resources and processes necessary to ensure success and performance through release cycles
  • Mature and experienced guidance and direction to the team to deliver on goals and objectives and maximize engineer opportunity to exceed targets and earn rewards and recognition
  • Provide appropriate technical and soft skills training and mentoring
  • Create consistent onboarding training programs are used and delivered effectively
  • Propagate Goals & Objectives - Set team goals in-line with overall organizational goals. Set specific goals for direct reports
  • Perform annual reviews of all direct reports - set quarterly goals and provide regular feedback on performance with respect to agreed upon goals
  • Customer Escalation Management, triage, prioritize issues, negotiate customer priorities and manage expectations
  • Build strong relationships with sales, customers, and partners
Qualifications:
  • 10 years of experience in enterprise support and service delivery preferred
  • 3 years technical lead or relevant management experience
  • Knowledge of Network Security devices (Routers, Switches, firewalls, VPN routers - Checkpoint, Juniper (Netscreen), Fortinet, Cisco)
  • Technical experience in the Network Security Industry
  • Network Security knowledge in Public or Private is a plus
  • Knowledge of public cloud and private cloud networking
  • Background in internetworking, LAN, and WAN technologies
  • Background in debugging broad, complex, and unique networks with mixed media and protocols
  • Experience as a network administrator (or equivalent) in an NT or Unix environment is a plus
  • BA/BS in computer science or equivalent work experience or equivalent military experience required (MBA a plus)
About the Team:

Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn't stop once they sign it just evolves. Our technical team provides behind-the-scenes support to meet our customers' needs.

We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry. We work the frontlines against cyberthreats and attacks, protecting everyday transactions in the digital environment. It means we're good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us.

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 age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

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