Manager - Technical Support, Cloud
- Palo Alto Networks
- 8 - 13 years
- Bengaluru
- 17 days ago
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Job Description
Your Career
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
Operational Leadership and Team Management:
- Guide the daily activities of a team of Technical Support Engineers, ensuring alignment with company goals and objectives. Provide the team with the necessary resources, tools, and streamlined processes for sustained performance and efficiency
- Mentor and guide engineers to enhance both technical expertise and soft skills. Facilitate regular training opportunities tailored to both technical and professional growth, setting clear team goals that align with broader organizational objectives
- Conduct annual performance reviews, providing actionable feedback and mentorship to help team members exceed expectations
Technical Oversight and Customer Engagement:
- Support engineers in solving complex customer issues, effectively prioritizing, negotiating customer priorities, and setting clear expectations for outcomes
- Proactively engage in Quarterly Business Reviews (QBRs) with customers, providing insights on support best practices and participating in business development discussions to underline the value of services offered
- Lead Post-Incident Reviews (PIRs) to identify root causes, document lessons learned, and drive process improvements
Strategic Collaboration and Accountability:
- Build and maintain strong relationships with key stakeholders across Sales, Engineering, Product, and leadership teams. Work closely with the Business Operations Manager to ensure seamless service kick-offs
- Oversee trend analysis on support cases, identifying recurring issues and collaborating with cross-functional teams to implement long-term solutions
- Be 100% accountable for the customers managed within the team, taking ownership of all pre-sales and post-sales decisions
Change and Crisis Management:
- Spearhead change initiatives, ensuring smooth transitions and high performance through effective communication and support
- Anticipate and proactively manage escalations at the case and account levels using AI-driven insights and prediction models
- Provide weekend and holiday on-call support on an as-needed basis
Your Experience
Leadership and Management:
- 8+ years in technical support, with at least 3 years experience in a management OR lead role in a high-touch or white-glove support environment
- Strong mentorship skills demonstrated through coaching engineers, setting ambitious goals, and driving performance improvements
- Exceptional problem-solving and crisis management skills, focusing on customer advocacy and improving service response and resolution timelines
Technical Expertise and Problem Solving:
- Expertise in handling incidents and troubleshooting in network security, cloud security, or enterprise IT environments
- Experience in Endpoint and Cloud Security industries, familiarity in Cloud services providers (AWS, Azure, GCP, Oracle, etc) and understanding of how Support engineering works in SaaS business model
Collaboration and Communication:
- Experienced in working with Sales, Product, and Engineering teams to refine support strategies and improve product supportability
- Excellent communication skills with strong executive presence, adept at managing stakeholder relationships, leading high-level customer engagements, Post-Incident Reviews (PIRs), and Quarterly Business Reviews (QBRs)
- Skilled in AI-driven analytics, ITIL frameworks, and using case management systems (e.g., Salesforce, ServiceNow, JIRA). Proficient in conducting trend analysis for proactive support
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: Technical Operations (Tech Ops)Employement Type: Full timeContact Details:
Company: Palo Alto NetworksLocation(s): Bengaluru+ View Contact
Keyskills: technical support cloud services cloud security oracle operations manager network security ai business development sales cloud salesforce analytics case management servicenow gcp saas coaching aws business operations jira azure
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