Director, Technical Customer Support, Global Customer Support

Company Description

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Job Description

Your Career

The Director of Technical Customer Support Focused Services will lead the LATAM team of highly experienced support teams delivering high touch services across the Palo Alto Networks security platform.  These teams are focused on delivering outcome-based high touch support engagements to our largest, most strategic customers.  You will collaborate with Account Teams, Engineering, NPI and Customer Success to create long-term support strategies required to successfully deliver cybersecurity support outcomes.

Your Impact

• Leadership - Manage the delivery of a global service team delivering complex, multi-product services engagements
• People Management - Set annual performance objectives for the team, ensure performance management processes are adhered to - provide continuous feedback to managers and individual contributors
• Thought Leadership - Able to inspire the team to act as their customers’ trusted technical advisor
• Build and Scale the Team - Interview, hire, train and onboard service delivery leaders consistent with our corporate values, recruiting processes and policy
• Building Strategy - Establish the services delivery strategy, partnering with the account team on the adoption process where services can help
• Strategic Thinking - Responsible for understanding our strategic client business strategy, drivers, security goals and initiatives and translating these into Palo Alto Networks service delivery plans and services opportunities
• Results Leadership - Successfully driving the team to deliver goals and objectives as planned - completes training and is able to synthesize technical information into business language including business value, outcomes and impacts on our customers’ business and security objectives - Leading the team to make progress and to deliver on commitments
• Business Development - Help position services sales with the account team by identifying incremental revenue opportunities focused on outcome-based packages and custom engagements
• Business Management - Understands how financial performance of the teams contributes to the bookings, revenue and margin on the services business
• Operations - Enhance the processes and tools for service delivery - Establish internal and external reporting cadence by monitoring and responding to key KPI’s
• Collaboration - Partner with services leaders on strategy and on the delivery model to ensure a cohesive, collaborative approach to delivery
• Technical Expertise - Ability to understand PANW solutions on a broad level and apply knowledge of the Cybersecurity industry to provide guidance to the team, collaborate with sales and other functions in the organization to provide guidance to customers so that customers successfully consume and leverage their purchased product portfolio

Qualifications

Your Experience

• 10+ years of overall experience in the cybersecurity and Technical Customer Support in a TAC environment is preferred
• 5+ years of senior leadership or managerial experience is required - This includes leading large teams, managing projects, and overseeing cybersecurity initiatives
• Customer-facing services delivery experience, preferably in a technology company
• Experience in partnering with account teams to drive successful platform adoption by applying the appropriate services and levels of support
• Understanding of how financial performance contributes to bookings, revenue, and margin in the services business
• Experience leading a growing organization
• Proven experience building excellent client relationships, leading customer-facing teams to delivery services that add value 
• Strong influence and negotiation skills
• Self-motivated
• Superb organizational skills - planning, directing, risk identification, risk management, risk mitigation, execution, coaching others
• "Whatever it takes" attitude and motivation to deliver on organization goals and to be invested in the development of the broader services organization and the services delivery team
• Travel requirements - 25-30%

Additional Information

The Team

Our Technical Customer Support team is critical to our success and mission. As part of this team, you will be involved in implementing new products support strategies, managing customer escalations, interlocking with key stakeholders and ensuring enablement plans are in place for product portfolio expansion. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.

Our Commitment

We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at  accommodations@paloaltonetworks.com.

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.