Manager, Support Delivery

Palo Alto Networks, Inc.; California; On-site; USD 133,000 - 216,000; Full time

Job summary

Palo Alto Networks, Inc. is seeking a Manager of Support Delivery to lead a team of Technical Support Engineers, ensuring top-tier technical assistance and customer outcomes.

You will drive loyalty, referenceability, and repeat business by aligning resources with product release cycles and collaborating with sales, customers, and partners. You will build training programs, mentor engineers, and lead weekly interlocks with product engineering to meet performance and customer satisfaction goals.

Qualifications

• 10+ years of experience in enterprise support and service delivery.
• Prior people management experience leading technical teams.
• Technical experience in the Network Security industry.
• Experience as a network administrator or equivalent in an NT or Unix environment.
• Background in internetworking, LAN, and WAN technologies.
• Background in debugging broad, complex networks with mixed media and protocols.

Responsibilities

• Lead daily operations of a team of Technical Support Engineers in line with organizational goals.
• Drive operational excellence with focus on Productivity, Backlog Management and TTR goals.
• Staffing, scheduling and team adherence.
• Provide strategic customer support to drive customer loyalty, referenceability, and repeat business.
• Achieve customer satisfaction goals to ensure the success of our customer-centric mission.
• Ensure engineers have the necessary resources and processes for success through product release cycles.
• Provide mature guidance and direction to maximize engineer opportunities to exceed performance targets.

Skills

Enterprise support

People management

Network security

NT/Unix environments

LAN/WAN knowledge

Education

BA/BS in Computer Science or equivalent

MBA (advantage)

Job description

Our Mission

At Palo Alto Networks, we’re united by a shared mission-to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary

The Team

Technical Support - The Technical Support team is responsible for ensuring our customers receive the highest level of technical assistance and operational support, driving customer success and product adoption.

Job Summary

As a Manager of Support Delivery, you will lead the daily operations of a team of Technical Support Engineers to achieve organizational goals. You will provide strategic customer support that drives loyalty, referenceability, and repeat business for Palo Alto Networks. By ensuring your engineers have the necessary resources and processes, you will maximize performance and customer satisfaction through every release cycle. Additionally, you will build strong relationships with sales, customers, and partners while managing critical customer escalations.

Key Responsibilities

• Lead daily operations of a team of Technical Support Engineers in line with organizational goals.
• Drive operational excellence with focus on Productivity, Backlog Management and TTR goals.
• Responsible for staffing, scheduling and team adherence.
• Provide strategic customer support to drive customer loyalty, referenceability, and repeat business.
• Achieve customer satisfaction goals to ensure the success of our customer-centric mission.
• Ensure engineers have the necessary resources and processes for success through product release cycles.
• Provide mature guidance and direction to maximize engineer opportunities to exceed performance targets.
• Deliver appropriate technical and soft skills training and mentoring to create a continuous learning environment.
• Create and deliver consistent onboarding training programs effectively for new team members.
• Champion adoption of AI tools to increase effectiveness and efficiency in troubleshooting and root cause analysis.
• Lead weekly interlocks with product engineering teams.
• Set team goals in line with organizational objectives and perform semi-annual reviews for all direct reports.
• Triage and manage customer escalations, prioritize issues, and negotiate customer priorities and expectations.
• Build and maintain strong relationships with Engineering, sales teams, customers, and partners.

Qualifications

Required Qualifications

• 10+ years of experience in enterprise support and service delivery.
• Prior people management experience leading technical teams.
• Technical experience in the Network Security Industry.
• Experience as a network administrator or equivalent in an NT or Unix environment.
• Background in internetworking, LAN, and WAN technologies.
• Background in debugging broad, complex, and unique networks with mixed media and protocols.

Preferred Qualifications

• BA/BS in Computer Science or an equivalent field.
• MBA is considered a strong advantage.
• Knowledge of Network Security including routers, switches, firewalls, and VPN routers (e.g., Checkpoint, Juniper, Fortinet, Cisco).

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

$133,300.00 - $215,600.00/yr

Our Commitment

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.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or 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 age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

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

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.