Sr Director, Technical Support

ZipRecruiter; London; On-site; GBP 60,000 - 120,000; Full time

Job description

Job DescriptionOur 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.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Job Description

Your Career

The Senior Director, Global Support EMEA will lead the Network Security support organisation as part of the Global Customer Services (GCS) organization. The position encompasses the leadership, operational excellence and transformation of our support teams across all support service offerings. Additional areas of focus include partner management and forging deep, collaborative relationships with field and sales leadership, strong engineering engagement as well as delivering a unified customer experience with peers in the Professional services and Customer Success organisations.

The EMEA Support Senior Director will use enterprise technical support industry best practices to drive operations, transformation, and influence teams both internally and outside of the support organization.

The EMEA Support Senior Director continually evaluates Support’s performance to measure success, determines opportunities and gaps, and drives resolution of prioritized efforts and projects. This position is responsible for driving support KPIs, operational health, process improvement, adoption and implementation, and more. Key areas of process management oversight include: case management, knowledge management, measuring and reporting customer health and satisfaction, data quality and integrity, product feedback loop, compliance, etc.

Your Impact

• Drive an operational rigour that meets the needs and requirements of the business and is aligned with global delivery teams.
• Establish an energetic and empowered culture that attracts, motivates, and retains talent.
• Understand and take corrective actions based on data analytics, operational reporting, and analysis.
• Enforce established processes, create new process where appropriate.
• Drive operational improvements through the use of relationship building and high quality data.
• Manage Customer Support projects as needed.
• Provide professional development for all team members.
• Work across the organization to define, establish and support cross-functional solutions.
• Establish strong working relationships with peers to drive customer-oriented solutions, which continually improve their support experience.

Qualifications

Your Ideal Experience

• Leading, building and developing high performing technical support teams with world class metrics.
• Proven Customer focus and advocacy.
• Driving collaborative relationships with product development teams with demonstrable outcomes that influence product quality, serviceability and supportability.
• Forging strong relationships with Sales and Pre-sales organisations.
• Unified customer health management experience with Professional Services and Customer Success organisations.
• Participate in the development and execution of transformational projects.
• Ten (10) + years’ management experience, leading a technical support organization as part of an international 24x7x365 enterprise support organisations.

Additional Information

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 fixing 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 on providing the best customer support in the industry.

Our Commitment

We’re problem solvers that 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. If you require assistance or accommodation due to a special need, please contact us at [e-mail].

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 race, ancestry, color, family or medical care leave, or expression, genetic information, marital status, medical condition, origin, physical or mental disability, political affiliation, protected veteran status, sexual orientation, sex (including gender identity), or other legally protected characteristics.

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