Cybersecurity Partnership Specialist

hace 16 horas


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

**About Us**

Palo Alto Networks is a cybersecurity leader that protects our digital way of life. Our mission is to be the cybersecurity partner of choice, protecting our digital world and creating a safer future.

We're looking for innovators who share our passion for shaping the future of cybersecurity. At Palo Alto Networks, we challenge conventional thinking and disrupt the status quo to meet the needs of our employees and customers.

Our approach to work, FLEXWORK, empowers employees to push boundaries and help us evolve together. We've rethought every aspect of the employee experience, from benefits to learning, location to leadership, to create a high-functioning team.

**Job Summary**

The Technical Partner Manager (TPM) will play a crucial role in ensuring that our Authorized Support Center (ASC) Partners meet and exceed the stringent requirements of our ASC Program. This position requires a deep understanding of ASC Program metrics and the ability to analyze partner performance.

The TPM will identify opportunities for upskilling partner capabilities through technical case reviews and work with the appropriate Partner Services Manager to devise a training plan. They will also review cases submitted to Palo Alto Networks by the Authorized Support Center partner to determine technical skills gaps.

**Key Responsibilities**

  • Perform case scrubs across partners, countries, and territories to determine technical cause for the case
  • Utilize Tableau, Salesforce, and scorecards to determine potential areas of improvement
  • Create detailed analysis and reports on findings from case scrubs and other investigations as to the reasons why partners are opening cases
  • Identify operating strategies that help partners gain technical skills to contribute to realizing the corporate strategic goal of expanding our partner ecosystem
  • Help Identify, develop, and implement operational processes for the team including program auditing and coaching, process improvement and adherence, and training
  • Develop, implement and deliver innovative enablement strategies to ensure consistently excellent ASC Partner service delivery interactions
  • Analyze metrics to identify opportunities for improvement with respect to ASC Partner performance, program objectives, etc.
  • Communicate effectively with partners, stakeholders, and colleagues to drive performance excellence within the ASC program

**Requirements**

  • 2+ years experience in Palo Alto Networks technical support with a deep understanding of our Strata products - with a history of strong performance
  • PCNSE Certification
  • Excellent interpersonal and teamwork skills
  • Self-motivated and detail oriented with the ability to think and act strategically
  • Strong written and verbal communication skills
  • Strong problem-solving, analytical and negotiating skills
  • Ability to work in a fast-paced environment a must


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