Technical Support Delivery Manager

3 days ago


Plano, Texas, United States Palo Alto Networks Full time
About the Role

Palo Alto Networks is seeking an experienced Technical Support Delivery Manager to join our team. As a key member of our Support Delivery team, you will be responsible for enabling customer success with our award-winning network security products.

This role requires a strong background in enterprise support and service delivery, with a proven track record of leading high-performing teams. You will be responsible for implementing and optimizing delivery excellence, ensuring that our customers receive exceptional support and service.

Key Responsibilities
  • Manage case inflow, backlogs, updates, and engineer adherence to ensure exceptional customer experience
  • Develop and implement training programs to enhance technical and soft skills
  • Establish and monitor team goals and objectives, providing regular feedback and performance evaluations
  • Collaborate with cross-functional teams to expand educational efforts and programs
  • Ensure consistent and standard training programs are in place and delivered effectively
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
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 welcome applications from qualified candidates from all backgrounds.

We offer a competitive compensation package, including a base salary, restricted stock units, and a bonus. The starting base salary for this position is expected to be between $136,500/yr to $220,750/yr.



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