Palo Alto Networks Manager, Support Delivery - Platinum in Santa Clara, California
At Palo Alto Networks® everything starts and ends with our mission: protecting our digital way of life. It’s inspired by our vision: a world where each day is safer and more secure than the one before. These aren’t simple statements. They won’t be easy either – but we’re not here for easy. We’re here for better. As a company with a foundation in challenging the way things are done, we’re looking for innovators who are as committed to shaping the nature of cybersecurity as we are.
Our mission doesn’t happen by treading softly – no, it happens by defining an industry. It means building products that haven't been thought of. It means selling products with a solutions mindset. It means supporting the infrastructure of a company that moves at an incredible speed – intentionally – to stay ahead of the world’s next cyberthreat.
Palo Alto Networks is the fastest-growing security company in history and a four-time Gartner Magic Quadrant leader for our innovation and ability to execute. Named best place to work by the Silicon Valley Business Journal, we offer the chance to be part of an important mission: ending breaches and protecting our way of digital life. If you are a motivated, intelligent, creative, and hardworking individual, then this job may be for you!
Palo Alto Networks is looking for an experienced enterprise support delivery manager. You will be responsible to enable customer success with our award-winning network security products. In this high growth business, scaling, optimization, dynamic spirit and sustained performance are the essentials. The Support Delivery team is a high-performance group of engineers supporting business critical customer environments. You will be responsible for the front line support delivery team and is expected to implement and optimize performance that will keep Palo Alto Networks at the forefront in the industry.
Lead daily operations of a team of Technical Support Engineers in line with the organizational goals and objectives
Provide customer support as a strategic differentiator for Palo Alto Networks, helping drive customer loyalty, reference ability and repeat business
Ability to achieve the customer satisfaction goals, which is the single most important measurement of the support organization, and the best way to measure our ability to achieve our mission to “Make our customers successful!”
Ensure that engineers have the resources and processes necessary to ensure success and performance through release cycles
Mature and experienced guidance and direction to the team to deliver on goals and objectives and maximize engineer opportunity to exceed targets and earn rewards and recognition
Provide appropriate technical and soft skills training and mentoring
Ensure training is effectively addressing our goal to create a learning environment and maximizing customer satisfaction levels
Create consistent onboarding training programs are used and delivered effectively
Propagate Goals & Objectives: Set team goals in-line with overall organizational goals. Set specific goals for direct reports
Perform annual reviews of all direct reports; set quarterly goals and provide regular feedback on performance with respect to agreed upon goals
Customer Escalation Management, triage, prioritize issues, negotiate customer priorities and manage expectations
Build strong relationships with sales, customers, and partners
BA/BS in computer science or equivalent (MBA a plus)
10+ years of experience in enterprise support and service delivery preferred
Prior management experience
Technical experience in the Network Security Industry
Experience as a network administrator (or equivalent) in an NT or Unix environment
Knowledge of Network Security (Routers, Switches, firewalls, VPN routers - Checkpoint, Juniper (Netscreen), Fortinet, Cisco)
Background in internetworking, LAN, and WAN technologies
Background in debugging broad, complex, and unique networks with mixed media and protocols
All your information will be kept confidential according to EEO guidelines.