.Company DescriptionOur MissionAt Palo Alto Networks everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life.
We have the vision of a world where each day is safer and more secure than the one before.
These aren't easy goals to accomplish - but we're not here for easy.
We're here for better.
We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.We're changing the nature of work.
Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work.From benefits to learning, location to leadership, we've rethought and recreated every aspect of the employee experience at Palo Alto Networks.
And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.Job DescriptionYour CareerIt's not about making a sale.
It's about providing the most secure environment for our customer's digital transactions.
In this role, you'll continue building on our mission by helping secure our clients' environment and ensure their repeat business and future endorsement.
You will be in charge of leading a technical support team who will help identify and fix complex issues in our established clients' networks, while handling critical issues through your team's support.
You'll be responsible for the daily operations of your team to ensure they achieve their goals while meeting the needs of the customers.Your ImpactLead daily operations of a team of Technical Support Engineers in line with the company goals and objectives.Ensure that your engineers have the resources and processes necessary for successful and sustained performance.Provide mentorship and direction to your team to deliver on company goals and objectives and improve opportunity, such as response time and resolve time objectives.Directly provide and ensure appropriate technical and soft skills training and mentoring.Set team goals in-line with overall company goals, while reflecting specific goals for direct reports that roll up into the larger organization objectives.Perform annual reviews of all direct reports, providing guidance and continuous mentorship for reports to exceed expectations.Assist your team in solving customer issues, prioritize issues, negotiate customer priorities, and set expectations.Build positive relationships with sales, customers, and partners.QualificationsYour ExperienceMinimum of 4 years experience in leading a Technical Support Engineering team.Previous experience with Enterprise software and/or SaaS solutions support and service delivery is preferred.Industry knowledge of Cloud Security products and market trends is a plus.Technical experience in the Network Security Industry is a plus