Manager, Technical Support

Palo Alto Networks, Inc.; Plano (TX); On-site; USD 133,000 - 216,000; Full time

Job summary

Palo Alto Networks in Plano, TX is seeking a Designated Support Engineering Team Lead to oversee daily team activities, align with company goals, and provide resources and streamlined processes.

You will mentor staff, manage escalations, support complex customer issues, participate in QBRs, and drive Post-Incident Reviews to continuously improve service.

Qualifications

• Bachelor's degree with 5+ years in a management role or Master's with 3+ years.
• Experience in a high-touch technical support environment.
• Crisis management and leading technical escalations for enterprise customers.
• Experience with incident response in network security, cloud security, or enterprise IT environments.

Responsibilities

• Lead daily activities of a team of Designated Support Engineers.
• Mentor, set goals, and provide feedback for growth.
• Serve as escalation point for complex customer issues.
• Engage in QBRs and communicate support value.
• Lead Post-Incident Reviews to drive improvements.
• Collaborate with Sales, Engineering, Product to ensure service delivery.
• Manage escalations using AI-driven insights.
• Provide weekend, holiday shift work and on-call support.

Skills

Team leadership

Crisis management

Incident response

Network security troubleshooting

Cloud security

Education

Bachelor's degree in relevant field

Master's degree in relevant field

Tools

Salesforce

JIRA

AI analytics

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

Key Responsibilities

• 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.

Qualifications

Required Qualifications

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

Preferred Qualifications

• Direct technical experience in the Endpoint and Cloud Security industry, specifically with Cortex or similar XDR/EDR solutions.
• Advanced knowledge of Enterprise Endpoint technologies and modern security infrastructures.
• Experience collaborating with Sales, Product, and Engineering teams to improve product supportability.
• Familiarity with ITIL frameworks and proficiency with case management systems (e.g., Salesforce, JIRA) and AI-driven analytics.

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.