Manager, Technical Customer Support, Focused Services, Cortex

Manager, Technical Customer Support, Focused Services, Cortex

Our Mission
At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before.

Who We Are
We believe collaboration thrives in person. Most of our teams work from the office full time with flexibility when needed.

Job Description
This role focuses on providing the most secure environment for our customers’ digital transactions and leading a technical support team that resolves complex network issues while ensuring customer satisfaction.

• Guide daily activities of Designated Support Engineers and provide resources and streamlined processes.
• Mentor engineers to enhance technical expertise and soft skills, setting clear team goals.
• Conduct annual performance reviews and provide actionable feedback.

• Prioritize and negotiate customer priorities, setting clear expectations.
• Engage in Quarterly Business Reviews with customers to provide support insights and participate in business development discussions.
• Lead Post-Incident Reviews to identify root causes, document lessons learned, and drive process improvements.

• Build and maintain strong relationships with key stakeholders across Sales, Engineering, Product, and leadership teams.
• Oversee trend analysis on support cases and collaborate with cross-functional teams to implement long-term solutions.
• Be accountable for the customers managed within the team, taking ownership of all pre‑sales and post‑sales decisions.

• Spearhead change initiatives through effective communication and support.
• Proactively manage escalations at the case and account levels using AI‑driven insights.
• Provide on‑call support, including mandatory weekend and holiday shift work.

• 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 through coaching engineers and driving performance improvements.
• Exceptional problem‑solving and crisis management skills with a focus on customer advocacy.
• Experience in handling incidents and troubleshooting in network security, cloud security, or enterprise IT environments.
• Knowledge of Enterprise Endpoint technologies and cutting‑edge infrastructures.
• Excellent communication skills with executive presence and stakeholder relationship management experience.

Compensation Disclosure
The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary ranges from $137,400 to $222,200 per year, with potential additional restricted stock units and bonuses.

EEO Statement
We’re committed to providing reasonable accommodations for all qualified individuals. Palo Alto Networks is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to protected characteristics. All personal information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship?:
Yes