Manager,Technical Support-Prisma Access Browser @ Palo Alto Networks

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

• 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.