Manager, Technical Customer Support, Focused Services

About the role

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us! We believe collaboration thrives in person. That's why most of our teams work from the office full time, with flexibility when it's needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes. Job Summary It's not about making a sale; it's about providing the most secure environment for our customers' digital transactions. In this role, you'll continue building on our mission by helping secure our clients' environment, ensuring their repeat business and future endorsement. As the Manager, Technical Customer Support, Focused Services, you will lead, empower, and build trust within a technical support team of Designated Support Engineers to identify and resolve complex issues in our established clients' networks. Combining deep technical aptitude with a strategic mindset, you will manage critical situations with strong resilience and composure under pressure. You will oversee the daily operations of your team to ensure they achieve bold performance goals with a focus on quality and accuracy, while remaining relentlessly focused on the needs of the customer to create lasting value.

Requirements

• Required Qualifications
• 8+ years of experience in technical support, including at least 3 years in a management or lead role within a high-touch or white-glove support environment.
• Proven capability to plan strategically, empower others, coach engineers, and drive exceptional performance metrics.
• Exceptional problem-solving skills and crisis leadership, with a strong resilience when managing critical customer situations to improve service resolution timelines.
• Deep technical domain expertise in troubleshooting and incident management within network security, cloud security, or enterprise IT environments.
• Strong background working alongside Sales, Product, and Engineering teams to optimize support strategies and improve product supportability.
• Outstanding communication and presentation skills, maintaining composure and a strong executive presence when engaging senior stakeholders, leading high-level customer interactions, PIRs, and QBRs.
• Industry background in the Network and Cloud Security sectors,

Additional Information

Our Mission At Palo Alto Networks®, we're united by a shared mission-to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you're ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you're in the right place.

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Company Intel

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