Lead Technical Support Team Manager

hace 3 semanas


Madrid, Madrid, España Palo Alto Networks A tiempo completo

Job Overview
Palo Alto Networks is seeking a highly skilled and experienced Lead Technical Support Team Manager to join our team. In this role, you will be responsible for leading a team of Senior Technical Support Engineers in delivering exceptional customer support.

About the Role
This is a fantastic opportunity to work with a global leader in cybersecurity and lead a team of experts in providing top-notch support to our customers. You will be responsible for ensuring that your team meets the company's goals and objectives, while also providing mentorship and guidance to help them grow and develop.

Key Responsibilities
* Lead daily operations of a team of Senior Technical Support Engineers
* Ensure that engineers have the resources and processes necessary for successful performance
* Work on long-term strategic projects to optimize support for large customers
* Provide mentorship and direction to team members to deliver on company goals
* Directly provide technical and soft skills training and mentoring
* Set team goals aligned with overall company objectives
* Perform annual reviews of direct reports, providing guidance and continuous mentorship
* Assist team in solving customer issues, prioritizing issues, negotiating customer priorities, and setting expectations
* Build positive relationships with sales, customers, and partners

Qualifications
* Minimum 5 years experience in leading a Technical Support Engineers team or similar
* Good understanding of multi-departmental dynamics and cross-functional collaboration
* Ability to drive change initiatives and manage escalations
* Clear and concise verbal and written communication skills
* Experience in communicating and engaging at various organizational levels
* Goal-oriented focus with ability to prioritize multiple dynamic situations

Estimated Salary: $120,000 - $180,000 per year
This salary estimate is based on national averages and may vary depending on location and other factors.



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