Palo Alto Networks · 15 hours ago
Manager, Technical Customer Support, Focused Services, Cortex
Plano, TX
Full-time
Onsite
Mid, Senior Level
$137K/yr - $222K/yr
6+ years expPalo Alto Networks is on a mission to be the cybersecurity partner of choice, focusing on protecting the digital way of life. As a Manager of Technical Customer Support, you will lead a team dedicated to securing clients' digital environments, ensuring they effectively resolve complex network issues and meet customer needs.
Agentic AICloud SecurityCyber SecurityNetwork SecuritySecurity
Responsibilities
Lead the daily activities of a team of Designated Support Engineers, ensuring alignment with company goals and providing necessary resources and streamlined processes
Drive team performance through mentorship and goal setting, providing actionable feedback and facilitating regular training to foster professional and technical growth
Act as a primary escalation point, supporting engineers in solving complex customer issues while managing customer priorities and expectations
Proactively engage in customer Quarterly Business Reviews (QBRs), providing insights on support best practices and reinforcing the value of our services
Lead Post-Incident Reviews (PIRs) to identify root causes, document lessons learned, and drive continuous process improvements across the team
Collaborate with key stakeholders across Sales, Engineering, and Product teams to ensure seamless service delivery and improve product supportability
Proactively manage case and account-level escalations using AI-driven insights and prediction models to anticipate and resolve potential issues
Provide 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
Qualification
Required
Bachelor's degree with 8 years of experience, or Master's degree with 6 years of experience, or equivalent practical experience
Minimum of 3 years of experience in a management or team lead role within a high-touch technical support environment
Demonstrated experience in crisis management and leading technical escalations for enterprise customers
Experience with incident response and troubleshooting in network security, cloud security, or enterprise IT environments
Preferred
Direct technical experience in the Endpoint and Cloud Security industry, specifically with Cortex or similar XDR/EDR solutions
Advanced knowledge of Enterprise Endpoint technologies and modern security infrastructures
Experience collaborating with Sales, Product, and Engineering teams to improve product supportability
Familiarity with ITIL frameworks and proficiency with case management systems (e.g., Salesforce, JIRA) and AI-driven analytics
Benefits
Restricted stock units
Bonus
Company
Palo Alto Networks
Palo Alto Networks is a cybersecurity company that offers cybersecurity solutions for organizations.
10001+ employees
H1B Sponsorship
Palo Alto Networks has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (579)
2024 (482)
2023 (341)
2022 (452)
2021 (493)
2020 (235)
Funding
Current Stage
Public CompanyTotal Funding
$65MKey Investors
Icon VenturesLehman HoldingsGlobespan Capital Partners
2012-07-20IPO
2008-11-03Series C· $10M
2008-08-18Series C· $27M
Leadership Team
Helmut Reisinger
CEO EMEA
Nikesh Arora
Chairman CEO
Recent News
2026-01-14
2026-01-13
Jerusalem Post
2026-01-11
Company data provided by crunchbase