Technical Support Delivery Lead

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

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.