Manager, Technical Customer Support, Cloud

Your CareerPalo 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.Your ImpactLead daily operations of a team of Technical Support Engineers in line with the organizational goals and objectivesProvide customer support as a strategic differentiator for Palo Alto Networks, helping drive customer loyalty, reference ability and repeat businessAbility to achieve the customer satisfaction goals, which is the single most important measurement of the support organization, and the best way to measure our ability to achieve our mission to “Make our customers successful!”Ensure that engineers have the resources and processes necessary to ensure success and performance through release cyclesMature 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 recognitionProvide appropriate technical and soft skills training and mentoringEnsure training is effectively addressing our goal to create a learning environment and maximizing customer satisfaction levelsCreate consistent onboarding training programs are used and delivered effectivelyPropagate Goals & Objectives - Set team goals in-line with overall organizational goals. Set specific goals for direct reportsPerform annual reviews of all direct reports - set quarterly goals and provide regular feedback on performance with respect to agreed upon goalsCustomer Escalation Management, triage, prioritize issues, negotiate customer priorities and manage expectationsBuild strong working relationships with sales, customers, and partnersProvide support that includes mandatory weekend, holiday shift work and on-call support.  Support includes a blend of as-needed and rotational coverage, which is subject to change.