Sr. Support Operations Specialist

Role Description

This role is a contract assignment at Palo Alto Networks. Contractors will not be employed by Palo Alto Networks but through our trusted staffing partners.

Palo Alto Networks is looking for a Sr. Support Operations Specialist
- Contractor to join our Global Customer Services (GCS) Support Operations team. In this dedicated technical execution role, you will play a crucial role in supporting Palo Alto Networks’ Technical Assistance Center (TAC) and enabling high-priority transformational programs. You will manage the daily operations, deployment, and ongoing enhancements of Salesforce, our Omni Channel Contact Center, and other systems used by support.

Location: Santa Clara, CA (HQ) or Remote-US

Duration: 7 months (to begin with)

Working alongside our execution teams, you will act as a critical technical partner in executing high-value, strategic transformational milestones—such as Global Case Management, AI Transformation, and Intelligent Routing. You will take ownership of system-level configurations and deployments, seamlessly bridging strategic design with flawless operational execution. This position demands a hands‑on, collaborative professional who thrives on owning systems, resolving complex technical issues, and driving operational excellence across our support tools.

• Core Systems Operations & Post-Release Support:
  Take ownership of the ongoing operations and support of our core systems, acting as the primary point of contact for resolving production issues, handling user questions, and managing post-release stability.
• Transformational Milestone Execution:
  Work alongside execution teams to assist in high-priority initiatives, new product introductions (NPI), and new service introductions (NSI), ensuring deployments transition smoothly into steady-state operations.
• Team Enablement & Mentorship:
  Act as a critical resource for support operations specialists, ensuring the team is aligned, managing daily demands, and up leveling capabilities through training, mentorship, and operational oversight.
• Issue Resolution & Root-Cause Analysis:
  Own the swift resolution of complex production issues and critical system outages across support tools (Salesforce Omni Channel, etc.), performing root-cause analysis to address underlying vulnerabilities.
• Configuration & Routing Management:
  Manage user configurations, routing logic, and process change requests across Salesforce Omni Channel and other support systems to maintain high operational continuity.
• Testing & System Validation:
  Design and execute detailed Business Acceptance Testing (BAT) plans, regression scripts, and validations to protect baseline system stability prior to major rollouts.
• Technical Documentation & Standard Operating Procedures:
  Maintain thorough technical documentation on troubleshooting workflows and standardize system configurations to prevent future outages and elevate the team's shared knowledge base.

• Professional
  
  Experience:
  
  5–7 years of relevant experience in technical system operations, software development practices, or business systems administration gained through high-impact technical roles.
• Technical & System Expertise:
  Foundational and hands‑on familiarity with modern CRM or Contact Center systems (practical experience with Salesforce Service Cloud or Salesforce Omni Channel routing is a strong plus).
• AI & Automation Exposure:
  Foundational knowledge or direct exposure to AI technologies, prompt engineering, generative AI applications, or automated routing models, with the ability to conceptually support automated and AI‑driven workflow transformation.
• Problem Solving & Critical Thinking:
  Strong…