Its not about making a sale. Its about providing the most secure environment for our customers digital transactions. In this role, youll 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 that will help identify and fix complex issues in our established clients networks, while handling critical issues through your teams support. Youll be responsible for the daily operations of your team to ensure they achieve their goals while meeting the needs of the customers.

Your Impact

Lead daily operations of a team of Technical Support Engineers in line with the company's goals and objectives
Ensure that the team has the resources and processes necessary for successful and sustained performance
Provide mentorship and direction to the team to deliver on company goals and objectives, and improve opportunities, such as response time and resolution 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 organisation's objectives
Perform annual reviews of all direct reports, providing guidance and continuous mentorship for reports to exceed expectations
Assist the team in solving customer issues, prioritising issues, negotiating customer priorities, and setting expectations
Build positive relationships with sales, customers, and partners

Qualifications

Your Experience

Experience in leading a team of Technical Support Engineers or similar
At least three years of people management experience
Demonstrated ability to effectively manage escalations of complex problems, prioritise a demanding workload, delegate appropriately, and deliver results under pressure
Validated leadership skills, including effective verbal and written communication, performance management, issue/conflict resolution, negotiation, motivating others, forecasting, and planning
Technical experience in the Network Security and Cloud Security Industry is desirable
Familiar with supporting cloud-based products, coordinating with support operations teams, e.g., SRE, CRE, DevOps
Understanding and knowledge of cloud-based technologies (such as SASE), to the extent of comprehending and communicating effectively with C-Suite executives
Knowledge of basic Networking and Security concepts - IPSEC, TCP/IP, PKI, SSL/ TLS, HTTP/HTTPS, SAML, LDAP, RADIUS
Enterprise support and service delivery experience preferred

Additional Information

The Team

Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesnt stop once they sign it evolves. As threats and technology evolve, we stay ahead to accomplish our mission.

Youll be involved in implementing new products, transitioning from old products to new, and will resolve integrations and critical issues as they arise in fact, youll proactively seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.

More Jobs at Palo Alto Networks () Technologies Pvt. Ltd

Manager,Technical Support

bengaluru

4.0 - 8.0 yrs

INR 14 - 18 Lacs

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Manager,Technical Support