Manager, Technical Customer Support, Focused Services

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!

Job Summary

It’s not about making a sale; it’s about providing the most secure environment for our customers’ digital transactions. In this role, you’ll continue building on our mission by helping secure our clients’ environment, ensuring their repeat business and future endorsement.

As theManager, Technical Customer Support, Focused Services, you will lead,empower, and build trust within a technical support team of Designated Support Engineers to identify and resolve complex issues in our established clients’ networks.Combining deep technical aptitude with a strategic mindset, you will manage critical situationswith strong resilience and composure under pressure. You will oversee the daily operations of your team to ensure they achievebold performance goals with a focus on quality and accuracy, while remainingrelentlessly focused on the needs of the customer tocreate lasting value.

Key Responsibilities

• People Leadership & Team Empowerment: Guide the daily activities of your team, ensuring alignment with organizational objectives. Provide necessary resources, tools, and streamlined processes tobuild team autonomy and trust. Mentor engineers ontechnical aptitude and soft skills, facilitate professional training opportunities toconnect day-to-day actions with our broader purpose, and conduct annual performance reviews that drive high performanceunder pressure.

• Service Orientation & Customer Engagement: Support engineers in diagnosing and resolving complex issues, prioritizing work, and setting clear,realistic expectations for outcomes. Lead Post-Incident Reviews (PIRs) tocultivate continuous learning from setbacks. Proactively engage in Quarterly Business Reviews (QBRs) with customers, displayingexecutive presence while providing support best practices andcreating lasting value.

• Support Execution & Strategic Collaboration: Build and maintaincooperative relationships across Sales, Engineering, Product, and leadership teams toachieve common goals. Partner with the Business Operations Manager for seamless service kick-offs. Focus onoperational details by overseeing case trend analysis, focusing onquality and accuracy, and collaborating across teams to implement long-term,innovative solutions. Take 100% accountability for pre-sales and post-sales decisions within your team's account portfolio.

• Crisis, Change, & Time Management: Spearhead change initiatives, adapting strategies smoothly throughtransparent, clear communication. Anticipate and proactively manage account-level escalations using AI-driven insights and prediction models. Maintain operational availabilityunder pressure, including mandatory weekend, holiday shift work, and on-call rotational coverage.

Qualifications

Required Qualifications

• 8+ years of experience in technical support, including at least 2 years in a management or lead role within a high-touch or white-glove support environment.

• Proven capability toplan strategically, empower others, coach engineers, and drive exceptional performance metrics.

• Exceptional problem-solving skills and crisis leadership, with astrong resilience when managing critical customer situations to improve service resolution timelines.

• Deep technical domain expertise in troubleshooting and incident management within network security, cloud security, or enterprise IT environments.

• Strong background working alongside Sales, Product, and Engineering teams to optimize support strategies and improve product supportability.

• Outstanding communication and presentation skills, maintaining composure and astrong executive presence when engaging senior stakeholders, leading high-level customer interactions, PIRs, and QBRs.

Preferred Qualifications

• Industry background in the Network and Cloud Security sectors, with a strongtechnical aptitude for infrastructure components like routers, switches, firewalls, and VPN solutions (e.g., Checkpoint, Juniper/Netscreen, Fortinet, Cisco).

• Proficiency with ITIL frameworks, AI-driven analytics, and utilizing enterprise case management systems such as Salesforce, ServiceNow, or JIRA tooptimize efficiency.

• Strong analytical capability tomanage time, focus on thedetails, and conduct trend analysis for proactive,innovative customer support.

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 foundhere.

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  accommodations@paloaltonetworks.com.

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.