Technical Customer Support Manager, Focused Services

Jobs Paloaltonetworks; England; On-site; GBP 100,000 - 162,000; Full time

Job summary

Palo Alto Networks is seeking a Manager, Technical Customer Support, Focused Services. You will lead a technical support team to identify and resolve complex issues within client networks, driving strong customer outcomes and trusted partnerships.

With deep domain expertise in security and incident management, you will guide post-incident reviews, quarterly business reviews, and cross-functional collaboration with Sales, Engineering, and Product to deliver superior service quality.

Qualifications

• 8+ years in technical support with 2+ years in a management or lead role.
• Strategic planning, empowering others, coaching engineers, and driving metrics.
• Strong problem-solving and crisis leadership for critical customer situations.
• Deep expertise in troubleshooting and incident management in security or IT domains.
• Experience collaborating with Sales, Product, and Engineering to improve support.

Responsibilities

• Lead and empower a technical support team of Designated Support Engineers.
• Diagnose and resolve complex issues; conduct PIRs and QBRs with customers.
• Collaborate with Sales, Engineering, Product and leadership to align on service delivery.
• Oversee case trend analysis and ensure high quality, customer-focused outcomes; on-call rotations.

Skills

Technical leadership

Strategic planning

Crisis leadership

Problem solving

Executive communication

Stakeholder engagement

Tools

ITIL

Salesforce

ServiceNow

JIRA

Job description

Palo Alto Networks is seeking a Manager, Technical Customer Support, Focused Services. You will lead a technical support team to identify and resolve complex issues within client networks, driving strong customer outcomes and trusted partnerships.

With deep domain expertise in security and incident management, you will guide post-incident reviews, quarterly business reviews, and cross-functional collaboration with Sales, Engineering, and Product to deliver superior service quality.