AI-Driven Security Support Manager

Palo Alto Networks; Plano (TX); Presencial; USD 133.000 - 216.000; Jornada completa

Descripción de la vacante

Palo Alto Networks in Plano, TX is seeking a Senior Designated Support Engineer Team Lead to guide a group of engineers, align with company goals, and optimize resources and processes to deliver exceptional customer support.

You will mentor staff, handle escalations, participate in QBRs and PIRs, collaborate with Sales, Engineering and Product, and use AI-driven insights to preempt issues. Weekend/holiday shifts and on-call support are required.

Formación

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

Responsabilidades

• Lead the 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.

Conocimientos

Team leadership

Crisis management

Incident response

Technical escalations

Educación

Bachelor's degree

Master's degree

Equivalent practical experience

Herramientas

Salesforce

JIRA

ITIL

Descripción del empleo

Palo Alto Networks in Plano, TX is seeking a Senior Designated Support Engineer Team Lead to guide a group of engineers, align with company goals, and optimize resources and processes to deliver exceptional customer support.

You will mentor staff, handle escalations, participate in QBRs and PIRs, collaborate with Sales, Engineering and Product, and use AI-driven insights to preempt issues. Weekend/holiday shifts and on-call support are required.