Technical Support Manager, Enterprise Cybersecurity

Jobs Paloaltonetworks; United Kingdom; On-site; GBP 99,000 - 159,000; Full time

Job summary

Palo Alto Networks is seeking a Manager, Technical Customer Support, Focused Services, to lead a high‑performing team of Designated Support Engineers. You’ll diagnose complex issues, guide strategic decisions, and ensure outstanding service delivery across our client networks.

Lead with resilience, partner with Sales, Engineering, and Product, and drive continuous improvement through PIRs and QBRs while maintaining uncompromising customer focus and value creation for enterprise clients.

Qualifications

• 8+ years in technical support, including at least 2 years in a management or lead role within a high-touch or white‑glove support environment.
• Proven capability to plan strategically, empower others, coach engineers, and drive exceptional performance metrics.
• Exceptional problem‑solving skills and crisis leadership, with resilience in managing critical customer situations.
• Deep technical domain expertise in troubleshooting and incident management within network security, cloud security, or enterprise IT environments.
• Strong background collaborating with Sales, Product, and Engineering to optimize support strategies.

Responsibilities

• Lead and empower a technical support team to diagnose and resolve complex issues.
• Engage in quarterly business reviews (QBRs) and post-incident reviews to drive learning and value.
• Collaborate across Sales, Engineering, Product, and leadership to meet bold performance goals.
• Oversee case trend analysis, uphold quality and accuracy, and manage escalations with AI insights.
• Maintain operational availability including weekend, holiday shifts, and on-call coverage.

Skills

Leadership

Incident management

Executive communication

Strategic planning

Technical support

Tools

Salesforce

ServiceNow

JIRA

Job description

Palo Alto Networks is seeking a Manager, Technical Customer Support, Focused Services, to lead a high‑performing team of Designated Support Engineers. You’ll diagnose complex issues, guide strategic decisions, and ensure outstanding service delivery across our client networks.

Lead with resilience, partner with Sales, Engineering, and Product, and drive continuous improvement through PIRs and QBRs while maintaining uncompromising customer focus and value creation for enterprise clients.