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. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

　　Our Approach to Work

　　We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond!

　　At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together!

　　Your Career

　　It’s not about making a sale. It’s about providing the most secure environment for our customer’s digital transactions. In this role, you’ll continue building on our mission by helping secure our clients’ environment and ensure their repeat business and future endorsement. You will be in charge of leading a technical support team who will help identify and fix complex issues in our established clients’ networks, while handling critical issues through your teams’ support. You’ll be responsible for the daily operations of your team to ensure they achieve their goals, while meeting the needs of the customers.

　　Your Impact

　　Lead daily operations of a team of Senior Technical Support Engineers responsible for delivering the Focus Services portfolio in line with the company goals and objectives

　　Ensure that your engineers have the resources and processes necessary for successful and sustained performance

　　Work on long term strategic projects to optimize the support for our biggest customers, with big focus on proactive support

　　Provide mentorship and direction to your team to deliver on company goals and objectives and improve opportunity, such as response time and resolve time objectives

　　Directly provide and ensure appropriate technical and soft skills training and mentoring

　　Set team goals in-line with overall company goals, while reflecting specific goals for direct reports that roll up into the larger organization objectives

　　Perform annual reviews of all direct reports, providing guidance and continuous mentorship for reports to exceed expectations

　　Assist your team in solving customer issues, prioritize issues, negotiate customer priorities, and set expectations

　　Build positive relationships with sales, customers and partners

　　Support the larger business objective and assist the sales teams in positioning value added support services which meet specific customer demands

　　Share innovative ideas for expanding the support services portfolio and work with a global team to take them to market

　　Your Experience

　　Minimum of 5 years experience in leading a Technical Support Engineers team, or similar

　　Previous experience with Enterprise software and/or SaaS solutions support and service delivery is preferred

　　Good understanding of the multi-departmental dynamics and cross functional collaboration to ensure great end-to-end customer experience

　　Industry knowledge of Cloud Security products and market trends is a plus

　　Technical experience in the Network Security Industry is a plus

　　Demonstrate experience in growing and developing high performing teams

　　Ability to work on own initiative and identify opportunities for continuous improvement and efficiency

　　Ability to drive change initiatives

　　Responsibility and accountability for managing escalations

　　Clear and concise verbal and written communication skills

　　Experience in communicating and engaging at various organizational and customer management and executive levels

　　Goal oriented focus with the ability to prioritize multiple dynamic situations

　　Customer centric attention and mindset

　　The Team

　　Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.

　　You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

　　Our Commitment

　　We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

　　We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected] .

　　Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

　　All your information will be kept confidential according to EEO guidelines.