Manager, Technical Customer Support

hace 2 semanas

San José, San José, Costa Rica Palo Alto Networks A tiempo completo
Company Description

Our Mission
At Palo Alto Networks everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.

We have the vision of a world where each day is safer and more secure than the one before. These aren't easy goals to accomplish - but we're not here for easy. We're here for better.

We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.

We're changing the nature of work.

Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work.

From benefits to learning, location to leadership, we've rethought and recreated every aspect of the employee experience at Palo Alto Networks.

And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.


Job Description:

Your Career
Palo Alto Networks is looking for an experienced enterprise Support Delivery Manager. This role is responsible for enabling customer success with our award-winning network security products. In this high growth business, scaling, optimization, dynamic spirit and sustained performance are essential. The Support Delivery team is a high-performing group of engineers supporting business critical customer environments.

This person will have responsibility for the performance of our front-line support delivery team and is expected to implement as well as optimize delivery excellence which will help keep Palo Alto Networks at the forefront of our industry.

Additionally, we are looking for someone with the experience and drive to help expand our Technical Assistance Center Academy program, designed to identify and train new Engineers to be successful within Palo Alto Networks.


Your Impact

  • 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, crossfunctional 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 inline 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

Qualifications:

Your Experience

  • BA/BS in Computer Science or equivalent (MBA a plus) or equivalent military experience
  • 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
  • Technical experience in the Network Security Industry
  • Experience as a network administrator (or equivalent) in a Windows, Linux 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
Additional Information

Our Commitment
We're

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