Senior Manager, AI-Driven Technical Support Delivery

Palo Alto Networks, Inc.; Santa Clara (CA); On-site; USD 133,000 - 216,000; Full time

Job summary

Palo Alto Networks is seeking a Manager of Support Delivery to lead the daily operations of a team of Technical Support Engineers. You will drive strategic customer support to boost loyalty and repeat business, ensuring resources and processes align with product release cycles and organizational goals.

You will collaborate with sales, customers, and partners, manage escalations, and guide your team through ongoing training and performance development in a fast-paced environment.

Qualifications

• 10+ years 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 inter-networking, LAN, and WAN technologies.
• Background in debugging broad, complex, and unique 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 loyalty, referenceability, and repeat business.
• Achieve customer satisfaction goals to ensure success of the customer-centric mission.
• Ensure engineers have resources and processes for success through product release cycles.
• Deliver training and mentoring to create a continuous learning environment.
• Create onboarding training programs 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 and perform semi-annual reviews for all direct reports.
• Triage and manage customer escalations and negotiate priorities.
• Build relationships with Engineering, sales, customers, and partners.

Skills

Experience in enterprise support

People management

Network security

NT/Unix administration

Internetworking/LAN/WAN

Debugging complex networks

Education

BA/BS in CS or equivalent

MBA (advantage)

Job description

Palo Alto Networks is seeking a Manager of Support Delivery to lead the daily operations of a team of Technical Support Engineers. You will drive strategic customer support to boost loyalty and repeat business, ensuring resources and processes align with product release cycles and organizational goals.

You will collaborate with sales, customers, and partners, manage escalations, and guide your team through ongoing training and performance development in a fast-paced environment.