Technical Customer Support Lead

hace 6 días


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

About the Job:

Palo Alto Networks is seeking a highly skilled Technical Customer Support Lead to join our team. As a key member of our Technical Assistance Center, you will be responsible for delivering exceptional customer experiences and driving sustained performance.

Key Responsibilities:

  • Lead a high-performing team of technical support engineers, focusing on performance management, training, and mentoring.
  • Develop and implement strategies to optimize delivery excellence, driving sustainable growth and customer satisfaction.
  • Collaborate with cross-functional teams to expand our Technical Assistance Center Academy program, identifying and training new engineers for success within Palo Alto Networks.
  • Measure and monitor performance metrics, ensuring alignment with organizational goals and objectives.
  • Provide mature guidance and mentorship to team members, promoting a collaborative learning environment and maximizing customer satisfaction.

Requirements:

  • Bachelor's degree in Computer Science or equivalent, with 10+ years of experience in enterprise support and service delivery.
  • Proven management experience leading technical support engineers, with expertise in network security and global technical education programs.
  • Strong understanding of network security technologies, including routers, switches, firewalls, and VPN routers.
  • Background in internetworking, LAN, and WAN technologies, with experience debugging complex networks.


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