Chief Technical Support Officer

hace 2 días


Madrid, Madrid, España Palo Alto Networks A tiempo completo

At Palo Alto Networks, we are committed to shaping the future of cybersecurity. As a Chief Technical Support Officer, you will play a critical role in helping us achieve our mission of protecting the digital way of life.

Job Description

We are seeking an experienced technical leader to join our team as a Chief Technical Support Officer. In this role, you will be responsible for leading a team of Senior Technical Support Engineers who provide support to our clients after they have purchased our products.

As a key member of our technical support team, you will work closely with cross-functional teams to ensure that our clients receive the best possible support experience. You will be responsible for implementing new products, transitioning from old products to new, and fixing integrations and critical issues as they arise.

The successful candidate will have a minimum of 5 years of experience in leading technical support teams, with a good understanding of multi-departmental dynamics and cross-functional collaboration. You will also have excellent communication and leadership skills, with the ability to drive change initiatives and manage escalations.

Our ideal candidate will have experience in Enterprise software and/or SaaS solutions support and service delivery, as well as industry knowledge of Cloud Security products and market trends. They will be goal-oriented, with the ability to prioritize multiple dynamic situations and work on own initiative.

We offer a competitive salary of $120,000 per year, which includes benefits such as FLEXBenefits wellbeing spending account, mental and financial health resources, and personalized learning opportunities. Our commitment to diversity and inclusion means that 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.

Key Responsibilities
  • Lead daily operations of a team of Senior Technical Support Engineers responsible for delivering the Focus Services portfolio in line with company goals and objectives
  • Ensure that engineers have the resources and processes necessary for successful and sustained performance
  • Work on long-term strategic projects to optimize support for biggest customers, with focus on proactive support
  • Mentor and direct team to deliver on company goals and objectives and improve opportunity metrics such as response time and resolve time
Requirements

Minimum of 5 years of experience in leading technical support teams

Good understanding of multi-departmental dynamics and cross-functional collaboration

Excellent communication and leadership skills

Ability to drive change initiatives and manage escalations


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