Manager, Technical Customer Support

hace 5 días


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, 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

**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



  • San José, San José, Costa Rica Equifax A tiempo completo

    We are seeking an experienced Technical Support Manager to lead our End User Computing team in Costa Rica SSC. The ideal candidate will have a strong background in technical support and management, with a focus on delivering high-quality service to our employees.Key Responsibilities:Manage a team of local Desk-Support Technicians to ensure timely and...


  • San José, San José, Costa Rica Amazon Support Services Costa Rica Srl A tiempo completo

    As a Technical Account Manager at AWS Enterprise Support, you will have the opportunity to be the principal technical advisor and "voice of the customer" for our Enterprise clients.We are seeking a highly skilled and experienced individual to join our team as a Technical Account Manager. As a Technical Account Manager, you will provide technical guidance and...


  • San José, Costa Rica SonicWall A tiempo completo

    Ready to do your part in the world of Cybersecurity? SonicWall is a leader in cybersecurity and networking solutions that put our partners at the heart of our innovation to ensure ease of doing business in a world full of opportunities. With more than a 30-year history, we embrace an outside-in approach, listening and learning from our partners and customers...


  • San José, Costa Rica Splunk A tiempo completo

    Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best...


  • San José, Costa Rica DXC Technology A tiempo completo

    Our DXC account teams advise, create, orchestrate and drive value for customers by bringing the best of DXC to our customers. Customers ask us to help them solve their most critical technology needs and we proactively share relevant ideas, insights and experience to create a plan for addressing those needs. About This Role TCSC Technical Helpdesk...


  • San José, Costa Rica Microsoft A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • San José, San José, Costa Rica Tek Experts A tiempo completo

    At Tek Experts, we're seeking a customer-focused Tech Support Engineer to join our Azure Platform Technical Support (APTS) team. As a key member of our team, you'll provide world-class technical support to Microsoft commercial and enterprise clients, focusing on the Azure cloud infrastructure.**Key Responsibilities:**We're looking for a skilled professional...


  • San José, San José, Costa Rica Travelopia A tiempo completo

    Travelopia is a leading global travel group providing customers with unique experiences across 30 countries worldwide. As a Product Support Engineer, you will play a crucial role in delivering exceptional support experiences to our customers.The company prides itself on being travel authorities, owning the way when it comes to providing outstanding travel...


  • San José, San José, Costa Rica Tek Experts A tiempo completo

    Seeking a customer-focused Technical Support Specialist to work on behalf of our client, resolving complex customer cases. Collaborate with colleagues to continuously improve and deliver exceptional customer service, providing quick and accurate support for escalated cases.**About Our Team**:Tek Experts is a tech services and support company delivering...


  • San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

    OverviewBosch Service Solutions, a leading global supplier of Business Process Outsourcing, is seeking a Technical Support Team Manager to join its team. This role involves supporting customers with technical issues and implementing service solutions.Key ResponsibilitiesSupport customers with technical issues and resolve them in a timely manner.Implement...


  • San Francisco, Heredia, Costa Rica Ibm A tiempo completo

    About IBMAt IBM, we are committed to delivering exceptional services to our clients. Our team of experts works tirelessly to ensure that our customers receive the highest level of support and service.Your Role and ResponsibilitiesWe are seeking a Technical Support Services Manager to lead our team of engineers in providing 24/7 technical support to our...


  • San Francisco, Heredia, Costa Rica Servicenow A tiempo completo

    Job SummaryWe are seeking a highly skilled and experienced Lead Technical Support Operations Manager to join our team at ServiceNow. This is a unique opportunity to leverage your technical expertise and leadership skills to drive the success of our customer support operations.About the RoleIn this critical role, you will be responsible for overseeing the...


  • San José, Costa Rica Intel A tiempo completo

    **Job ID**:JR0204029 **Job Category**:Materials **Primary Location**:San Jose, H CR **Other Locations: ***Job Type**:Experienced Hire GSPO Customer Support Manager At Intel, we create world-changing technology that enriches the lives of every person on earth. Today we invite you to join the team and begin your career as a GSPO Customer Support...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    Our Customer Service & Support team is responsible for delivering a seamless support experience to customers worldwide. As a Technical Support Engineer, you will play a key role in troubleshooting and resolving customer technical issues, working collaboratively with cross-functional teams to leverage troubleshooting tools and best...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    About MicrosoftAt Microsoft, we believe in empowering every person and organization on the planet to achieve more. Our Customer Experience & Success (CE&S) organization is responsible for delivering a seamless support experience that builds trust and confidence for our customers worldwide.We are looking for a Technical Support Specialist - Customer Success...


  • San José, Costa Rica Microsoft A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    Microsoft's Customer Experience & Success (CE&S) organization is built around delivering a seamless support experience. As a Support Engineering Manager in the Security, Compliance, Identity and Management (SCIM) organization, you will be part of a team that resolves complex customer technical issues.Our customers are facing new challenges in data protection...


  • San José, Costa Rica Microsoft A tiempo completo

    With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • San José, Costa Rica Microsoft Corporation A tiempo completo

    Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can...


  • San José, Costa Rica Appvance.ai A tiempo completo

    **About the Role**: We are seeking a highly skilled and motivated Technical Account Manager to join our team at a QA software company. As a Technical Account Manager, you will be responsible for managing the relationships with our key clients, ensuring their satisfaction, and driving the successful implementation and adoption of our software solutions. You...