Technical Support Manager — AI-Driven Escalations Leader

Palo Alto Networks; 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 guide a high-touch support group and ensure resources and processes align with company goals.

You will mentor engineers, manage escalations, participate in QBRs, and drive post-incident reviews while coordinating with Sales, Engineering and Product teams to improve service delivery. Weekend/holiday/on-call coverage is required, with rotation and shift adjustments as needed.

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.

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.

Skills

Team leadership

Crisis management

Incident response

Customer-focused

Mentorship

Communication

Education

Bachelor's degree

Master's degree

Tools

Salesforce

JIRA

Job description

Palo Alto Networks in Plano, TX is seeking a Designated Support Engineering Team Lead to guide a high-touch support group and ensure resources and processes align with company goals.

You will mentor engineers, manage escalations, participate in QBRs, and drive post-incident reviews while coordinating with Sales, Engineering and Product teams to improve service delivery. Weekend/holiday/on-call coverage is required, with rotation and shift adjustments as needed.