Mgr, Technical Support

hace 1 día

Madrid, España Palo Alto Networks A tiempo completo

Mgr, Technical Support - Focused ServicesFull-timeDepartment: Customer Success SupportJob Country: SpainOur MissionAt 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 AreWe 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 contribute to our collective success.
Our values were crowdsourced by employees and are brought to life through each of us every day - 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 fewIt's not about making a sale.
It's about providing the most secure environment for our customer's digital transactions.
In this role, you'll 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 who will help identify and fix complex issues in our established clients' networks, while handling critical issues through your teams' support.
You'll be responsible for the daily operations of your team to ensure they achieve their goals while meeting the needs of the customers.Your ImpactLead daily operations of a team of Senior Technical Support Engineers responsible for delivering the Focus Services portfolio in line with the company goals and objectives.Ensure that your engineers have the resources and processes necessary for successful and sustained performance.Work on long term strategic projects to optimize the support for our biggest customers, with a big focus on proactive support.Provide mentorship and direction to your team to deliver on company goals and objectives and improve opportunities, such as response time and resolve 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 organization objectives.Perform annual reviews of all direct reports, providing guidance and continuous mentorship for reports to exceed expectations.Assist your team in solving customer issues, prioritize issues, negotiate customer priorities, and set expectations.Build positive relationships with sales, customers, and partners.Support the larger business objective and assist the sales teams in positioning value-added support services which meet specific customer demands.Share innovative ideas for expanding the support services portfolio and work with a global team to take them to market.Your ExperienceMinimum of 5 years experience in leading a Technical Support Engineers team, or similar.Good understanding of the multi-departmental dynamics and cross-functional collaboration to ensure great end-to-end customer experience.Demonstrate experience in growing and developing high performing teams.Ability to work on own initiative and identify opportunities for continuous improvement and efficiency.Ability to drive change initiatives.Responsibility and accountability for managing escalations.Clear and concise verbal and written communication skills.Experience in communicating and engaging at various organizational and customer management and executive levels.Goal-oriented focus with the ability to prioritize multiple dynamic situations.Customer-centric attention and mindset.Previous experience with Enterprise software and/or SaaS solutions support and service delivery is preferred.Industry knowledge of Cloud Security products and market trends is a plus.Technical experience in the Network Security Industry is a plus.The TeamOur technical support team is critical to our success and mission.
As part of this team, you enable customer success by providing support to clients after they have purchased our products.
Our dedication to our customers doesn't stop once they sign – it evolves.
As threats and technology change, we stay in step to accomplish our mission.You'll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you'll seek them out to ensure our clients are safely supported.
We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.Our CommitmentWe'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 ****** 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.
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