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Manager, Technical Customer Support, Cloud

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Palo Alto Networks Italia

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Location:
United States , Santa Clara

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

130200.00 - 210575.00 USD / Year
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Job Description:

Palo Alto Networks is looking for an experienced enterprise support delivery manager. You will be 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 the essentials. The Support Delivery team is a high-performance group of engineers supporting business critical customer environments. You will be responsible for the front line support delivery team and are expected to implement and optimize performance that will keep Palo Alto Networks at the forefront in the industry.

Job Responsibility:

  • Lead daily operations of a team of Technical Support Engineers in line with the organizational goals and objectives
  • Provide customer support as a strategic differentiator for Palo Alto Networks, helping drive customer loyalty, reference ability and repeat business
  • Ability to achieve the customer satisfaction goals
  • Ensure that engineers have the resources and processes necessary to ensure success and performance through release cycles
  • Mature and experienced guidance and direction to the team to deliver on goals and objectives and maximize engineer opportunity to exceed targets and earn rewards and recognition
  • Provide appropriate technical and soft skills training and mentoring
  • Ensure training is effectively addressing our goal to create a learning environment and maximizing customer satisfaction levels
  • Create consistent onboarding training programs are used and delivered effectively
  • Propagate Goals & Objectives - Set team goals in-line with overall organizational goals. Set specific goals for direct reports
  • Perform annual reviews of all direct reports - set quarterly goals and provide regular feedback on performance with respect to agreed upon goals
  • Customer Escalation Management, triage, prioritize issues, negotiate customer priorities and manage expectations
  • Build strong working relationships with sales, customers, and partners
  • Provide support that includes mandatory weekend, holiday shift work and on-call support

Requirements:

  • 7+ years in technical support
  • At least 2 years experience in a management OR lead role in a high-touch or white-glove support environment
  • Strong mentorship skills demonstrated through coaching engineers, setting ambitious goals, and driving performance improvements
  • Exceptional problem-solving and crisis management skills, focusing on customer advocacy and improving service response and resolution timelines
  • Strong understanding of cloud security principles and best practices
  • Experience with cloud platforms such as AWS, Azure, or GCP
  • Broad technology experience, including knowledge of Kubernetes concepts such as pods, services, deployments
  • Working with container runtimes such as docker and containers
  • Experience with CI/CD processes (Jenkins, Azure DevOps, etc) container environments, security processes, cloud risk and compliance, and public clouds
  • Expertise in integrating with diverse technologies and vendor solutions such as SSO, SIEM, APIs, Container Registries
  • Familiarity with CI/CD pipelines, microservices, and API integration
  • Have a good understanding of core networking protocols, specifically the TCP/IP stack, DNS, and load balancing
  • Possess a firm grasp of security frameworks and encryption protocols, including SSL/TLS certificates and identity management
  • Experience in working with Sales, Product, and Engineering teams to refine support strategies and improve product supportability
  • Excellent communication skills with strong executive presence, adept at managing stakeholder relationships, leading high-level customer engagements, Post-Incident Reviews (PIRs), and Quarterly Business Reviews (QBRs)
  • Skilled in AI-driven analytics, ITIL frameworks, and using case management systems (e.g., Salesforce, ServiceNow, JIRA)
  • Proficient in conducting trend analysis for proactive support
  • Proven proficiency in synthesizing raw operational data into actionable insights
  • Expert at running complex reports and performing trend analysis on case volumes, resolution times, and service bottlenecks
What we offer:
  • restricted stock units
  • bonus
  • employee benefits

Additional Information:

Job Posted:
December 26, 2025

Employment Type:
Fulltime
Work Type:
On-site work
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