Manager, Delivery

Position: Manager, Support Delivery
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.

Who We Are 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 The Team Technical Support
- The Technical Support team is responsible for ensuring our customers receive the highest level of technical assistance and operational support, driving customer success and product adoption.

Job Summary As a Manager of Support Delivery, you will lead the daily operations of a team of Technical Support Engineers to achieve organizational goals. You will provide strategic customer support that drives loyalty, referenceability, and repeat business for Palo Alto Networks. By ensuring your engineers have the necessary resources and processes, you will maximize performance and customer satisfaction through every release cycle.

Additionally, you will build strong relationships with sales, customers, and partners while managing critical customer escalations.

Key Responsibilities Lead daily operations of a team of Technical Support Engineers in line with organizational goals.

Drive operational excellence with focus on Productivity, Backlog Management and TTR goals.

Responsible for staffing, scheduling and team adherence. Provide strategic customer support to drive customer loyalty, referenceability, and repeat business.

Achieve customer satisfaction goals to ensure the success of our customer-centric mission.

Ensure engineers have the necessary resources and processes for success through product release cycles.

Provide mature guidance and direction to maximize engineer opportunities to exceed performance targets.

Deliver appropriate technical and soft skills training and mentoring to create a continuous learning environment.

Create and deliver consistent onboarding training programs effectively for new team members.

Champion adoption of AI tools to increase effectiveness and efficiency in troubleshooting and root cause analysis. Lead weekly interlocks with product engineering teams. Set team goals in line with organizational objectives and perform semi-annual reviews for all direct reports.

Triage and manage customer escalations, prioritize issues, and negotiate customer priorities and expectations.

Build and maintain strong relationships with Engineering, sales teams, customers, and partners.

Qualifications

Required Qualifications
10+ years of experience in enterprise support and service delivery.

Prior people management experience leading technical teams.

Technical experience in the Network Security Industry.

Experience as a network administrator or equivalent in an NT or Unix environment.

Background in internetworking, LAN, and WAN technologies.

Background in debugging broad, complex,…