Manager, Technical Customer Support, Cloud

Manager, Technical Customer Support, Cloud

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Palo Alto Networks is a global cybersecurity company that protects the digital way of life. We work to make each day safer and more secure for our customers.

Palo Alto Networks is looking for an experienced enterprise support delivery manager. You will be responsible for enabling customer success with our award‑winning network security products. In this high‑growth business, scaling, optimization, dynamic spirit and sustained performance are the essentials. The Support Delivery team is a high‑performance group of engineers supporting business critical customer environments. You will lead the front‑line support delivery team and implement and optimize performance that keeps Palo Alto Networks at the forefront of the industry.

• Lead daily operations of a team of Technical Support Engineers in line with the organizational goals and objectives
• Provide customer support as a strategic differentiator for Palo Alto Networks, helping drive customer loyalty, reference ability and repeat business
• Achieve the customer satisfaction goals, the single most important measurement of the support organization, and the best way to measure our ability to achieve our mission to "Make our customers successful!"
• Ensure that engineers have the resources and processes necessary to ensure success and performance through release cycles
• Provide mature guidance and direction to the team to deliver on goals and objectives and maximize engineer opportunity to exceed targets and earn rewards and recognition
• Provide appropriate technical and soft skills training and mentoring
• Ensure training addresses our goal to create a learning environment and maximizes customer satisfaction levels
• Create consistent onboarding training programs that are used and delivered effectively
• Set team goals in‑line with overall organizational goals and set specific goals for direct reports
• Perform annual reviews of all direct reports; set quarterly goals and provide regular feedback on performance relative to agreed‑upon goals
• Manage customer escalation, triage, prioritize issues, negotiate customer priorities and manage expectations
• Build strong working relationships with sales, customers, and partners
• Provide support that includes mandatory weekend, holiday shift work and on‑call support. Support includes a blend of as‑needed and rotational coverage, which is subject to change.

• 7+ years in technical support, with at least 2 years experience 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

• Strong understanding of cloud security principles and best practices
• Experience with cloud platforms such as AWS, Azure, or Google Cloud Platform
• Broad technology experience, including knowledge of Kubernetes concepts such as pods, services, deployments, working with container runtimes such as Docker and containers, experience with CI/CD processes (Jenkins, Azure Dev Ops, etc.) and container environments, security processes, cloud risk and compliance, and public clouds
• Expertise in integrating with diverse technologies and vendor solutions such as SSO, SIEM, APIs, Container Registries
• Familiarity with CI/CD pipelines, microservices, and API integration
• Understanding of core networking protocols, specifically the TCP/IP stack, DNS, and load balancing
• Proficiency in security frameworks and encryption protocols, including SSL/TLS certificates and identity management

• Experience 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, leading high‑level customer engagements,…