Manager, Technical Customer Support, Focused Services, Cortex

Palo Alto Networks; Plano (TX); On-site; USD 137,400 - 222,200; Full time

Job summary

A leading cybersecurity company is seeking a Manager for Technical Customer Support in Plano, Texas. This role focuses on leading a technical support team to resolve complex network issues and ensure exceptional customer satisfaction. The ideal candidate will have over 8 years of technical support experience, with at least 3 years in a management role. Strong problem-solving and communication skills are essential. The position offers a competitive salary and the potential for bonuses and stock options.

Qualifications

• 8+ years in technical support, 3 years in management role.
• Experience in network security or cloud security.
• Strong communication skills with stakeholders.

Responsibilities

• Guide daily activities of support engineers.
• Engage with customers for support insights.
• Lead post-incident reviews and implement improvements.

Skills

Technical support management

Mentorship skills

Problem-solving

Crisis management

Customer advocacy

Communication skills

Job description

Manager, Technical Customer Support, Focused Services, Cortex

Our Mission
At Palo Alto Networks® everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before.

Who We Are
We believe collaboration thrives in person. Most of our teams work from the office full time with flexibility when needed.

Job Description
This role focuses on providing the most secure environment for our customers’ digital transactions and leading a technical support team that resolves complex network issues while ensuring customer satisfaction.

Operational Leadership And Team Management

• Guide daily activities of Designated Support Engineers and provide resources and streamlined processes.
• Mentor engineers to enhance technical expertise and soft skills, setting clear team goals.
• Conduct annual performance reviews and provide actionable feedback.

Technical Oversight And Customer Engagement

• Prioritize and negotiate customer priorities, setting clear expectations.
• Engage in Quarterly Business Reviews with customers to provide support insights and participate in business development discussions.
• Lead Post-Incident Reviews to identify root causes, document lessons learned, and drive process improvements.

Strategic Collaboration And Accountability

• Build and maintain strong relationships with key stakeholders across Sales, Engineering, Product, and leadership teams.
• Oversee trend analysis on support cases and collaborate with cross-functional teams to implement long-term solutions.
• Be accountable for the customers managed within the team, taking ownership of all pre‑sales and post‑sales decisions.

Change And Crisis Management

• Spearhead change initiatives through effective communication and support.
• Proactively manage escalations at the case and account levels using AI‑driven insights.
• Provide on‑call support, including mandatory weekend and holiday shift work.

Qualifications

• 8+ years in technical support with at least 3 years in a management or lead role in a high‑touch or white‑glove support environment.
• Strong mentorship skills through coaching engineers and driving performance improvements.
• Exceptional problem‑solving and crisis management skills with a focus on customer advocacy.
• Experience in handling incidents and troubleshooting in network security, cloud security, or enterprise IT environments.
• Knowledge of Enterprise Endpoint technologies and cutting‑edge infrastructures.
• Excellent communication skills with executive presence and stakeholder relationship management experience.

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 ranges from $137,400 to $222,200 per year, with potential additional restricted stock units and bonuses.

EEO Statement
We’re committed to providing reasonable accommodations for all qualified individuals. Palo Alto Networks is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to protected characteristics. All personal information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship?: Yes