Jobs via Dice
Manager, Technical Customer Support, Focused Services, Cortex
Jobs via Dice, Santa Clara, California, us, 95053
Manager, Technical Customer Support, Focused Services, Cortex
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Manager, Technical Customer Support, Focused Services, Cortex
role at
Jobs via Dice .
Overview Provide a secure environment for customers and lead a technical support team to resolve complex issues, ensuring repeat business and customer endorsement.
Responsibilities
Guide the daily activities of Designated Support Engineers, ensuring alignment with company goals and objectives.
Provide the team with the necessary resources, tools, and streamlined processes for sustained performance and efficiency.
Mentor engineers to enhance technical expertise and soft skills, setting clear team goals.
Conduct annual performance reviews, providing actionable feedback and mentorship to help team members exceed expectations.
Support engineers in solving complex customer issues, prioritizing and negotiating customer priorities.
Proactively engage in Quarterly Business Reviews (QBRs) with customers, providing insights on support best practices.
Lead Post-Incident Reviews (PIRs) to identify root causes, document lessons learned, and drive process improvements.
Build and maintain strong relationships with Sales, Engineering, Product, and leadership teams, working closely with the Business Operations Manager.
Oversee trend analysis on support cases, identifying recurring issues and collaborating with cross-functional teams to implement long-term solutions.
Take full accountability for the customers managed within the team, owning pre‑ and post‑sales decisions.
Spearhead change initiatives, ensuring smooth transitions and high performance through effective communication and support.
Anticipate and proactively manage escalations at the case and account levels using AI‑driven insights and prediction models.
Provide weekend and holiday on‑call support on an as‑needed basis.
Qualifications
8+ years in technical support, with at least 3 years in a management or lead role in a high‑touch or white‑glove support environment.
Strong mentorship skills demonstrated through coaching engineers, setting ambitious goals, and driving performance improvements.
Exceptional problem‑solving and crisis management skills, focusing on customer advocacy and improving service response and resolution timelines.
Experience in handling incidents and troubleshooting in network security, cloud security, or enterprise IT environments.
Technical experience in the Endpoint and Cloud Security industry is preferred.
Knowledge of Enterprise Endpoint technologies, security and cutting‑edge infrastructures.
Experienced in working with Sales, Product, and Engineering teams to refine support strategies and improve product supportability.
Excellent communication skills with strong executive presence, adept at managing stakeholder relationships and leading high‑level customer engagements.
Skilled in AI‑driven analytics, ITIL frameworks, and using case management systems such as Salesforce, ServiceNow, and JIRA.
Proficient in conducting trend analysis for proactive support.
Additional Information The technical support team is critical to our success and mission. Our work enables customer success by providing support after purchase, fixing integrations and critical issues, and maintaining industry‑leading service.
Compensation varies by qualifications and location, typically ranging from $137,400 to $222,200 per year, with additional restricted stock units, bonus potential, and employee benefits.
EEO Statement Palo Alto Networks is an equal opportunity employer. We celebrate diversity and provide accommodation to qualified individuals with disabilities.
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Manager, Technical Customer Support, Focused Services, Cortex
role at
Jobs via Dice .
Overview Provide a secure environment for customers and lead a technical support team to resolve complex issues, ensuring repeat business and customer endorsement.
Responsibilities
Guide the daily activities of Designated Support Engineers, ensuring alignment with company goals and objectives.
Provide the team with the necessary resources, tools, and streamlined processes for sustained performance and efficiency.
Mentor engineers to enhance technical expertise and soft skills, setting clear team goals.
Conduct annual performance reviews, providing actionable feedback and mentorship to help team members exceed expectations.
Support engineers in solving complex customer issues, prioritizing and negotiating customer priorities.
Proactively engage in Quarterly Business Reviews (QBRs) with customers, providing insights on support best practices.
Lead Post-Incident Reviews (PIRs) to identify root causes, document lessons learned, and drive process improvements.
Build and maintain strong relationships with Sales, Engineering, Product, and leadership teams, working closely with the Business Operations Manager.
Oversee trend analysis on support cases, identifying recurring issues and collaborating with cross-functional teams to implement long-term solutions.
Take full accountability for the customers managed within the team, owning pre‑ and post‑sales decisions.
Spearhead change initiatives, ensuring smooth transitions and high performance through effective communication and support.
Anticipate and proactively manage escalations at the case and account levels using AI‑driven insights and prediction models.
Provide weekend and holiday on‑call support on an as‑needed basis.
Qualifications
8+ years in technical support, with at least 3 years in a management or lead role in a high‑touch or white‑glove support environment.
Strong mentorship skills demonstrated through coaching engineers, setting ambitious goals, and driving performance improvements.
Exceptional problem‑solving and crisis management skills, focusing on customer advocacy and improving service response and resolution timelines.
Experience in handling incidents and troubleshooting in network security, cloud security, or enterprise IT environments.
Technical experience in the Endpoint and Cloud Security industry is preferred.
Knowledge of Enterprise Endpoint technologies, security and cutting‑edge infrastructures.
Experienced in working with Sales, Product, and Engineering teams to refine support strategies and improve product supportability.
Excellent communication skills with strong executive presence, adept at managing stakeholder relationships and leading high‑level customer engagements.
Skilled in AI‑driven analytics, ITIL frameworks, and using case management systems such as Salesforce, ServiceNow, and JIRA.
Proficient in conducting trend analysis for proactive support.
Additional Information The technical support team is critical to our success and mission. Our work enables customer success by providing support after purchase, fixing integrations and critical issues, and maintaining industry‑leading service.
Compensation varies by qualifications and location, typically ranging from $137,400 to $222,200 per year, with additional restricted stock units, bonus potential, and employee benefits.
EEO Statement Palo Alto Networks is an equal opportunity employer. We celebrate diversity and provide accommodation to qualified individuals with disabilities.
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