Director, Technical Support Latam

Palo Alto Networks; Ciudad de México; Presencial; MXN 1,798,000 - 2,339,000; Jornada completa

Descripción de la vacante

A leading cybersecurity company is seeking an experienced Director for Customer Support in the LATAM region. This role involves managing customer support operations to achieve service levels and operational metrics. Ideal candidates will have strong leadership skills, significant experience in enterprise customer support, and fluency in English and Spanish. The position requires collaboration with global teams and a proactive approach to customer satisfaction. Join us in redefining cybersecurity solutions.

Formación

• Experience in an Enterprise Customer Support Organization, in a leadership capacity, is required.
• Experience in Incident and Escalation Management.
• Ability to travel up to 20% of the time across the LATAM region.

Responsabilidades

• Manage daily operations and ensure SLA's & operational metrics for the support customers are achieved.
• Drive goals and metrics in alignment with the business targets and needs.
• Maintain a good working environment that allows personal and professional development of the team members.

Conocimientos

Customer satisfaction

Analytical skills

Problem-solving

Leadership

Fluency in English

Fluency in Spanish

Educación

BA/BS in computer science or equivalent

Descripción del empleo

Company Description

At Palo Alto Networks® everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish - but we’re not here for easy. We’re here for better. 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.

Disruption is at the core of our technology and our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We’re changing the nature of work from benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

Job Description

Palo Alto Networks is looking for an experienced enterprise technical support Director for the LATAM region, reporting to the EMEA/LATAM Vice President of Global Customer Services. This Leader is responsible for building and operating the Customer Support organization in LATAM in alignment with the Global Customer Support processes and the LATAM GTM strategy. In this high growth business; fast paced, scaling, optimization, dynamic spirit and sustained performance are the essentials.

The Customer support business is a strategic differentiator for Palo Alto Networks - helping drive customer loyalty, referenceability and repeat business.

The team consists of top technical engineers and Support Account Managers, who are supporting business critical customer environments across All Palo Alto Networks Technologies. This Leader is expected to achieve results that will keep Palo Alto Networks at the forefront in the industry.

Your Impact

• Manage daily operations and ensure SLA´s & operational metrics for the support customers are achieved.
• Drive goals and metrics in alignment with the business targets and needs.
• Strong collaboration and alignment with Global Support Operations teams across North Americas, Europe and Asia Pacific to bring consistent processes with One-Team concept.
• Cross-Functional alignment with Engineering, Product Management, Customer Success and Professional Services Team.
• Drive a proactive approach to secure zero customer downtime.
• Take necessary actions to avoid Customer and field escalations.
• Maintain a good working environment that allows personal and professional development of the team members.
• Help define, document and enhance processes that will improve and speed up the resolution times and customer satisfaction.
• Work with peers on initiatives that can improve the service to our customers and partners.
• Manage the relationship with the delivery partners to align the support processes in order to drive and elevate the customer experience and satisfaction.
• Manage third party vendors and contractors in order to support the strategic goals of the company.
• Guide and Coach the team to exceed targets and earn rewards and recognition. Ensure appropriate technical and soft skills training and mentoring.

Qualifications

Your Experience

• BA/BS in computer science or equivalent.
• Experience in an Enterprise Customer Support Organization, in a leadership capacity, is required.
• Experience in Incident and Escalation Management.
• Demonstrated ability to provide exceptional internal and external customer satisfaction.
• Strong analytical and problem-solving skills.
• Ability to travel up to 20% of the time across the LATAM region is required.
• Ability to operate in a fast-paced environment.
• Experience in representing an organization to customers at the highest executive levels, C Level.
• Fluency in English and Spanish is required. Fluency in Portuguese is an advantage or plus.

Additional Information

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.

Palo Alto Networks is evolving and changing the nature of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.