Partner Technical Enablement Manager

• Establish and serve as the technical liaison between Palo Alto Networks and the Support Delivery Partners
• Serve as the primary representative of TAC, collaborating with the Training Council and other stakeholders to drive the technical enablement of engineers for both existing and new products
• Identify technical gaps and trends to develop targeted training initiatives
• Lead technical enablement initiatives for Support engineers, aligning with Global Customer Support Delivery objectives
• Oversee the continuous refinement of the new-hire training curriculum. The candidate will be responsible for technical enablement for TSEs in production
• The candidate will be responsible for regular technical assessments for new Support/SDP opportunities and role changes
• The candidate will identify technical gaps and trends to create and deliver training
• Review and participate in discussions for customer feedback/escalations/T3 concerns
• Facilitate regular technical discussions, including Tek-Talks and case swarming sessions, to enhance knowledge sharing
• Develop processes and tools for technical upskilling of support engineers
• Liaise with the badged team/Training council for driving new feature-related training within support
• Manage Quality and Efficiency of support engineers engagement with Engineering. Identify trends for enablement through JIRA quality and usage of App Studio and P2 Inline JIRA processes

Your Experience

• This position is for a staff employee at PANW and requires full-time in-office work out of Palo Alto Networks, India-Bangalore
• Bachelor's degree in Computer Networks or equivalent experience
• 5+ years of experience in network security TAC, technical training and enablement
• PAN-OS trained, PCNSE Certified and hands on experience working in Palo Alto Networks TAC
• Excellent knowledge and understanding of Next Generation Firewall, Virtualization platforms and Cloud products like Prisma Access and Cortex XDR
• Strong background in training development and delivery, leveraging various learning methodologies.
• Prior experience in content development and training delivery (optional)
• The candidate should have prior experience in planning, executing & driving backlog reduction/TTR/Escalation exercise for a team
• Critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results.
• Excellent verbal and written communication skills with a talent for building rapport. Strong presentation skills and ability to work with diverse teams

Outcome:

• Provide mentorship to Technical Leads, and Senior Engineers(SME), fostering their professionaldevelopment and facilitating technical upskilling. Additionally, collaborate with Subject Matter.
• Experts (SMEs), ETAC (Escalation Technical Assistance Center) and Engineering to ensure effective knowledge transfer and continuous improvement in technical expertise
• Drive key metrics like TTR, FTF and development of engineers
• Recognizes patterns and identifies technical or process gaps using DSATs and Escalations to support engineers in enhancing their skills.
• Collaborate to collect and consolidate feedback received from COE Handoffs, extract valuable insights, and incorporate them into upskilling initiatives to drive continuous improvement.
• Responsibility for organizing and facilitating theater-wide case swarming sessions, with the aim of expediting case resolution and reducing technical gaps resulting in improvement of TTR, FTF and CSAT
• Implements a gating mechanism by conducting regular technical assessments of support resources to ensure their skills and knowledge meet the required standards