Manager, Technical Customer Support, Focused Services, Cortex

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.

As a Manager of Technical Customer Support, Focused Services you will lead a team of Designated Support Engineers dedicated to securing our clients  digital environments. You will be responsible for the daily operations of your team, guiding them to identify and resolve complex network issues for established clients. Your leadership will ensure your team achieves its goals, meets customer needs, and drives customer retention and endorsement.

• Lead the daily activities of a team of Designated Support Engineers, ensuring alignment with company goals and providing necessary resources and streamlined processes.
• Drive team performance through mentorship and goal setting, providing actionable feedback and facilitating regular training to foster professional and technical growth.
• Act as a primary escalation point, supporting engineers in solving complex customer issues while managing customer priorities and expectations.
• Proactively engage in customer Quarterly Business Reviews (QBRs), providing insights on support best practices and reinforcing the value of our services.
• Lead Post-Incident Reviews (PIRs) to identify root causes, document lessons learned, and drive continuous process improvements across the team.
• Collaborate with key stakeholders across Sales, Engineering, and Product teams to ensure seamless service delivery and improve product supportability.
• Proactively manage case and account-level escalations using AI-driven insights and prediction models to anticipate and resolve potential issues.
• 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.

Required Qualifications

• Bachelor s degree with 8 years of experience, or Master s degree with 6 years of experience, or equivalent practical experience.
• Minimum of 3 years of experience in a management or team lead role within a high-touch technical support environment.
• Demonstrated experience in crisis management and leading technical escalations for enterprise customers.
• Experience with incident response and troubleshooting in network security, cloud security, or enterprise IT environments.

Preferred Qualifications

• Direct technical experience in the Endpoint and Cloud Security industry, specifically with Cortex or similar XDR/EDR solutions.
• Advanced knowledge of Enterprise Endpoint technologies and modern security infrastructures.
• Experience collaborating with Sales, Product, and Engineering teams to improve product supportability.
• Familiarity with ITIL frameworks and proficiency with case management systems (e.g., Salesforce, JIRA) and AI-driven analytics.

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 (for non-sales roles) or base salary + commission…