Manager, Technical Support (NAM Shift)

Bengaluru, Karnataka, India Global Customer Services Ref ID: JR\-008960

• *Our Mission**

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real\-world problems with cutting\-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

• *Who We Are**

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real\-world problems and ideating beside the best and the brightest, we invite you to join us!

We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real\-time problem\-solving, stronger relationships, and the kind of precision that drives great outcomes.**Job Summary**

• *Job Summary**

As the Manager of Technical Support, you will lead a dedicated team of engineers focused on securing our customers' digital environments. Your primary responsibility is to guide your team in identifying and resolving complex network issues for our clients, ensuring their continued security and satisfaction. You will oversee the daily operations of your team, providing mentorship and direction to achieve performance goals and deliver an exceptional customer experience. Candidates should be open to work in North America shifts.

• *Key Responsibilities**

• Lead the daily operations of a team of Technical Support Engineers, ensuring alignment with company goals and objectives.
• Ensure the team has the necessary resources, tools, and processes for sustained high\-performance and success.
• Provide mentorship, coaching, and direction to the team to achieve key performance indicators (KPIs) such as response and resolution time objectives.
• Set and manage individual and team goals that align with departmental objectives, performing regular performance reviews to guide career growth.
• Act as an escalation point for complex customer issues, assisting the team with prioritization and negotiation to manage customer expectations effectively.
• Build and maintain positive relationships by collaborating with cross\-functional teams, including Sales, Customers, and Partners, to ensure a seamless customer experience.
• Facilitate and provide ongoing technical and soft\-skills training to foster team development and expertise.
• Drive process improvement and automation initiatives, expanding operational metrics beyond CSAT to include SLA, backlog, and productivity.

• *Qualifications**

• *Required Qualifications**

• 9\+ years of experience in a technical support role, with a minimum of 3 years in a management or team lead capacity within a Technical Assistance Center (TAC) environment.
• Demonstrated ability to manage escalations of complex technical problems, prioritize a demanding workload, and deliver results under pressure.
• Validated leadership skills, including performance management, conflict resolution, negotiation, and strategic planning.
• Strong foundational knowledge of Networking and Security concepts including IPSEC, TCP/IP, PKI, SSL/TLS, and HTTP/HTTPS.

• *Preferred Qualifications**

• Technical experience in the Network Security and Cloud Security industries.
• Familiarity with supporting cloud\-based products (e.g., SASE, Prisma Access) and coordinating with SRE, CRE, or DevOps teams.
• Experience in an enterprise\-level customer support and service delivery environment.
• Knowledge of authentication protocols such as SAML, LDAP, or RADIUS.

• *Our Commitment**

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.