Manager, Technical Support - Cloud & Cortex

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

• Customer Satisfaction - Customer support is a strategic differentiator for Palo Alto Networks - helping drive customer loyalty, positive reference and repeat business - You will be measured by your ability to achieve customer satisfaction goals - Customer satisfaction is the single most important measurement of our support organization, and the best way to measure our ability to achieve our mission to Make our customers successful!
• Operational Management - Daily management of case inflow, backlogs, updates, engineer adherence, case escalations and other applicable Technical Assistance Center dashboards and measurements - All metrics and measures are designed to ensure we provide an exceptional customer experience with our Support team and products
• Performance Management - Ensure that team managers, leads and engineers have the resources, cross-functional relationships and processes necessary to ensure successful and sustained performance through release cycles - Provide mature and experienced guidance to the team to deliver on organizational goals and objectives - Maximize engineer opportunities to exceed targets as well as earn rewards and recognition - Responsibility for the team to meet organizational goals such as response and resolution time goals
• Training and Mentoring - Directly provide and otherwise ensure appropriate technical and soft skills training as well as mentoring - Ensure training is effectively addressing our goal to create and encourage a collaborative learning environment while maximizing customer satisfaction - Ensure consistent and standard training programs are in place and delivered effectively
• Establish Goals Objectives - Set team goals in-line with overall organizational goals - Set and monitor specific goals and objectives for direct reports - Provide regular feedback related to performance with respect to agreed goals - Measure and monitor performance as well as conduct annual reviews of all direct reports

• BE/B.Tech in Computer Science or equivalent (MBA a plus)
• 10+ years experience in enterprise support and service delivery preferred
• Prior management experience leading a team of technical support engineers with abilities ranging from new in career to advanced
• Experience developing, launching, expanding, and maintaining global technical education programs, including traditional methods of learning as well as progressive techniques and certifications
• Proficiency in Docker and Cloud Platforms - Extensive hands-on experience with Docker and strong background in major cloud platforms (AWS, GCP, Azure)
• Linux and CI/CD Tools - Strong proficiency in Linux operating systems and CI/CD tools like Jenkins and Ansible
• Problem Solving - Ability to troubleshoot independently in complex environments with mixed applications and protocols
• Expertise in Kubernetes - Proven experience in deploying, managing, and securing Kubernetes clusters in production environments
• Communication - Excellent skills in collaborating with both technical and non-technical stakeholders