Customer Support Manager

hace 1 día


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

The role of the Customer Support Manager at Palo Alto Networks is to provide exceptional support to our customers, ensuring their experience with our cybersecurity solutions exceeds their expectations.

This position requires a deep understanding of customer security and business priorities, enabling the manager to address and solve customer issues effectively.

Your Impact:
  • Serve as the central point of contact for Support delivery and Case Management, ensuring an integrated service delivery experience for the customer.
  • Develop a profound understanding of our customer's business challenges and technical environment to provide expert guidance and support.
  • Identify opportunities to upsell our services to the account team.
  • Proactively monitor complex issues, collaborating with other Customer Support and Engineering teams to resolve customer technical issues efficiently.
  • Lead customer escalation communication and engagement.
  • Manage complex customer situations, coordinating actions among the Account Team, Services Teams, Partners Resources, and Engineering to resolve customer issues promptly.
Required Skills and Qualifications:

To succeed in this role, you will need:

  • A minimum of 5+ years of experience in technical support within the high-tech industry.
  • 5+ years of client-facing sales or services experience.
  • Project Management or service delivery qualifications such as PMP, PRINCE2, ITIL are highly valued.
  • Exceptional written and verbal communication skills to articulate technical issues to both technical and non-technical audiences.
  • Demonstrated ability to prioritize work within a demanding environment, delivering consistent results under pressure.
  • Ability to influence teams across the organization to achieve desired customer outcomes.
Benefits:

Palo Alto Networks offers a competitive salary range of $120,000 - $180,000 per year, depending on location and experience. This figure includes a base salary of $100,000, plus additional compensation based on performance and qualifications.

As a valued member of our team, you will also enjoy:

  • A comprehensive benefits package, including medical, dental, and vision coverage.
  • Generous paid time off and holidays.
  • Opportunities for professional growth and development through training and education programs.
  • A dynamic and inclusive work environment that fosters collaboration and innovation.
About Us:

Palo Alto Networks is a trailblazer in the cybersecurity industry, dedicated to protecting our digital way of life. We're a company built on challenging the status quo and disrupting the way things are done. If you share our passion for innovation and commitment to excellence, join our team and help shape the future of cybersecurity.



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