Manager, Technical Customer Support
hace 4 semanas
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
-
Manager, Technical Support- Remote
hace 4 semanas
San José, Costa Rica SonicWall A tiempo completoReady 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...
-
Technical Support Manager
hace 2 semanas
San José, Costa Rica Splunk A tiempo completoSplunk 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...
-
Customer Technical Support
hace 3 semanas
San Francisco, Heredia, Costa Rica Hewlett Packard Enterprise A tiempo completoHewlett Packard Enterprise advances the way people live and work.We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world.Our new innovative IT services organization is HPE Pointnext.We have the expertise to advise, integrate, and accelerate our customers' outcomes from their...
-
Technical Support Engineering Manager
hace 2 semanas
San José, San José, Costa Rica Microsoft A tiempo completoWith 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...
-
Technical Partner, Support Manager
hace 4 semanas
San José, Costa Rica Cloudera A tiempo completoJob Description: Cloudera is looking for a Technical Partner Support Manager who has a passion for making partners successful. You will play a vital role in helping manage strategic partner relationships, work to deliver best in class recommendations that are aligned to both Cloudera and our partner’s business objectives. The individual will work to ensure...
-
Team Manager, Technical Support
hace 2 semanas
San José, Costa Rica Smartsheet A tiempo completoIn 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, we deliver a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business...
-
Gspo Customer Support Manager
hace 1 semana
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...
-
Customer Operations Manager
hace 4 semanas
San José, San José, Costa Rica Cloudera A tiempo completoJob Description:Cloudera delivers a hybrid data cloud for any data, anywhere, from the Edge to AI.If you are passionate about creating an environment where our customers and employees are supported to do their best job, we want you on our teamCloudera is looking for a flexible, customer-oriented, collaborative, and empathetic Technical Support Manager to...
-
Customer Operations Manager
hace 2 semanas
San José, Costa Rica Cloudera A tiempo completoJob Description: Cloudera delivers a hybrid data cloud for any data, anywhere, from the Edge to AI. If you are passionate about creating an environment where our customers and employees are supported to do their best job, we want you on our team! Cloudera is looking for a flexible, customer-oriented, collaborative, and empathetic Technical Support Manager to...
-
Technical Support Engineer
hace 3 semanas
San José, Costa Rica Microsoft A tiempo completoWith 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...
-
Manager, Customer Support
hace 2 semanas
San José, Costa Rica Zscaler A tiempo completoCompany Description - we process over 50 billion transactions a day in our cloud to protect our customers. **Job Description**: Provides leadership and direction to the teams that are executing customer support to Zscaler customers. This highly visible role will bring strong client support experience and technical strength related to security practices to...
-
Cybersecurity Technical Support Engineering Manager
hace 1 semana
San José, Costa Rica Microsoft A tiempo completoWith 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...
-
Technical Support Advisory
hace 4 semanas
San José, Costa Rica Microsoft A tiempo completoMicrosoft 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...
-
Technical Support Engineer
hace 2 días
San José, San José, Costa Rica Microsoft A tiempo completoWith 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...
-
Gspo Customer Support Manager
hace 1 semana
San José, Costa Rica Intel A tiempo completoAt 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 Manager. The Customer Support manager will be responsible for but not limited to: - As a manager, set priorities for the team, get results across boundaries, ensure an...
-
Cybersecurity Technical Support Engineering Manager
hace 1 semana
San José, San José, Costa Rica Microsoft A tiempo completoWith 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...
-
Technical Support Engineering
hace 4 semanas
San José, San José, Costa Rica Microsoft A tiempo completoProvides technical support to customers, partners, field engineers, and other product support personnel who are diagnosing, troubleshooting, repairing and debugging complex computer systems, complex software, or networked and/or wireless systems.Works with customers to review and resolve issues.Performs troubleshooting and related analyses; escalates issues...
-
Technical Support Engineer
hace 2 días
San José, San José, Costa Rica Microsoft A tiempo completoWith 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...
-
Manager, Customer Support
hace 2 semanas
San José, Costa Rica Zscaler A tiempo completoCompany Description With more than 10 years of experience developing, operating, and scaling the cloud, Zscaler serves thousands of enterprise customers around the world, including 450 of the Forbes Global 2000 organizations. In addition to protecting customers from damaging threats, such as ransomware and data exfiltration, it helps them slash costs,...
-
Technical Support Advisory
hace 3 semanas
San José, San José, Costa Rica Microsoft Corporation A tiempo completoMicrosoft 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...
