Sr. Support Operations Specialist (Contract)

Palo Alto Networks; Santa Clara (CA); Remote; USD 83,000 - 96,000; Part time

Benefits offered by this job

Medical

Dental

Vision

401K

Job summary

Palo Alto Networks is seeking a Sr. Support Operations Specialist – Contractor to join our Global Customer Services (GCS) Support Operations team. You will own the ongoing operations, deployment, and enhancements of Salesforce Omni Channel and related systems to support high-priority initiatives.

This role requires hands-on collaboration, technical problem solving, and a focus on operational excellence. Location options include Santa Clara, CA HQ or Remote-US, with a 7-month duration.

Qualifications

• 5–7 years of technical systems operations or related roles.
• Hands-on experience with CRM/Contact Center systems, preferably Salesforce Service Cloud.
• Exposure to AI technologies and automated routing models.
• Strong problem solving and data-driven analysis.
• Bachelor's degree in CS/IT or related field.
• Excellent written and verbal communication.

Responsibilities

• Own ongoing operations and post-release support of core systems.
• Drive transformational milestones and new service introductions (NSI).
• Mentor and enable the support operations team.
• Perform root-cause analysis and resolve critical system outages.
• Configure routing and workflows in Salesforce Omni Channel.

Skills

Salesforce Service Cloud

Omni Channel Routing

AI/Automation awareness

Troubleshooting

Project Management

Communication skills

Education

Bachelor's degree in CS/IT

Tools

Salesforce Omni Channel

BAT testing

Job description

Sr. Support Operations Specialist - Palo Alto Networks [Contract]

Role Description

This role is a contract assignment at Palo Alto Networks. Contractors will not be employed by Palo Alto Networks but through our trusted staffing partners.

Palo Alto Networks is looking for a Sr. Support Operations Specialist - Contractor to join our Global Customer Services (GCS) Support Operations team. In this dedicated technical execution role, you will play a crucial role in supporting Palo Alto Networks’ Technical Assistance Center (TAC) and enabling high-priority transformational programs. You will manage the daily operations, deployment, and ongoing enhancements of Salesforce, our Omni Channel Contact Center, and other systems used by support.

Location: Santa Clara, CA (HQ) or Remote-US

Duration: 7 months (to begin with)

Your Impact

Working alongside our execution teams, you will act as a critical technical partner in executing high-value, strategic transformational milestones—such as Global Case Management, AI Transformation, and Intelligent Routing. You will take ownership of system-level configurations and deployments, seamlessly bridging strategic design with flawless operational execution. This position demands a hands‑on, collaborative professional who thrives on owning systems, resolving complex technical issues, and driving operational excellence across our support tools.

Key Responsibilities

• Core Systems Operations & Post-Release Support: Take ownership of the ongoing operations and support of our core systems, acting as the primary point of contact for resolving production issues, handling user questions, and managing post-release stability.
• Transformational Milestone Execution: Work alongside execution teams to assist in high-priority initiatives, new product introductions (NPI), and new service introductions (NSI), ensuring deployments transition smoothly into steady‑state operations.
• Team Enablement & Mentorship: Act as a critical resource for support operations specialists, ensuring the team is aligned, managing daily demands, and upleveling capabilities through training, mentorship, and operational oversight.
• Issue Resolution & Root-Cause Analysis: Own the swift resolution of complex production issues and critical system outages across support tools (Salesforce Omni Channel, etc.), performing root-cause analysis to address underlying vulnerabilities.
• Configuration & Routing Management: Manage user configurations, routing logic, and process change requests across Salesforce Omni Channel and other support systems to maintain high operational continuity.
• Testing & System Validation: Design and execute detailed Business Acceptance Testing (BAT) plans, regression scripts, and validations to protect baseline system stability prior to major rollouts.
• Technical Documentation & Standard Operating Procedures: Maintain thorough technical documentation on troubleshooting workflows and standardize system configurations to prevent future outages and elevate the team's shared knowledge base.

Your Experience

• Professional Experience: 5–7 years of relevant experience in technical system operations, software development practices, or business systems administration gained through high-impact technical roles.
• Technical & System Expertise: Foundational and hands‑on familiarity with modern CRM or Contact Center systems (practical experience with Salesforce Service Cloud or Salesforce Omni Channel routing is a strong plus).
• AI & Automation Exposure: Foundational knowledge or direct exposure to AI technologies, prompt engineering, generative AI applications, or automated routing models, with the ability to conceptually support automated and AI-driven workflow transformation.
• Problem Solving & Critical Thinking: Strong critical thinking skills with a demonstrated ability to independently analyze, troubleshoot, and resolve complex technical or operational challenges using data and root-cause analysis.
• Testing & Quality Assurance: Basic knowledge of testing methodologies, script validation, and root-cause troubleshooting during production bugs or system interruptions.
• Project Management & Collaboration: Experience tracking project tasks, managing standard operating workflows, and collaborating smoothly within cross-functional team projects.
• Communication & Adaptability: Excellent written and verbal communication skills with the ability to collaborate effectively across teams and adapt quickly to changing systems or technologies.
• Education: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

Compensation

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer, this is the pay range that the staffing agency reasonably expects to pay for this position: $60/hour to $70/hour. Please note that the compensation information in this posting reflects the hourly wage only and does not include benefits. The staffing agency offers Medical, Dental, Vision, and 401K. The staffing agency is not able to provide assistance to candidates requiring sponsorship or a visa for this position.

• Medical
• Dental
• Vision
• 401K

Information about Palo Alto Networks

At Palo Alto Networks®, everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish — but we’re not here for easy. We’re here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.