Enterprise Tech Support Team Lead

CamWebDir; United Kingdom; On-site; GBP 101,000 - 163,000; Full time

Benefits offered by this job

Office-based role

Flexible work arrangements

Job summary

Palo Alto Networks in the United States seeks a Designated Support Engineering Manager to lead a team of senior engineers, align on goals, and ensure resources and processes support success.

You will mentor staff, handle escalations, drive QBRs and PIRs, collaborate with Sales, Engineering and Product, and guide incident response with AI-driven insights. Weekend/holiday shifts and on-call coverage are part of the role.

Qualifications

• Bachelor's degree with 5+ years of experience; or Master's with 3+ years.
• 3+ years in a management or team lead role within a high-touch technical support environment.
• Experience leading technical escalations for enterprise customers.
• Experience with incident response and troubleshooting in network security, cloud security, or enterprise IT environments.

Responsibilities

• Lead 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.

Skills

Team leadership

Crisis management

Incident response

Technical escalations

Education

Bachelor's degree (5y)

Master's degree (3y)

Tools

Salesforce

JIRA

Job description

Palo Alto Networks in the United States seeks a Designated Support Engineering Manager to lead a team of senior engineers, align on goals, and ensure resources and processes support success.

You will mentor staff, handle escalations, drive QBRs and PIRs, collaborate with Sales, Engineering and Product, and guide incident response with AI-driven insights. Weekend/holiday shifts and on-call coverage are part of the role.