Customer Assurance Site Manager

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.

Our Approach to Work

We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together!

Job Description

Your Career

The Customer Assurance organization within Global Customer Services represents the interface between support and product. The Manager, NGFW Engineering TAC and Prisma Access CRE role is a technical working manager role that provides site management for our Bangalore Center of Excellence team.

Engineering TAC (ETAC) team is a small global team and an exciting crossroads between Technical Assistance Center (TAC) and Engineering. This team is uniquely empowered to drive decisions and to be the thought leaders within the Global Customer Support organization at Palo Alto Networks. On any given day, members of the team may work with cutting-edge new hardware and software projects very early in the product life cycle, develop and deliver advanced technical training, assist a support engineer with a challenging customer issue, replicate a complex issue in our lab, evaluate customer network design, or help improve features for supportability and usability that shape the future of our products. Our roles are very hands-on and high impact to the company. 

Prisma Access- Customer Reliability Engineering

In this Manager, Customer Reliability Engineering role, you will act as a liaison between our Development Operations teams, as well as our support teams to assist in escalations. You will manage a team that provides opportunities to tackle critical end-user experience concerns, while improving reliability and serviceability of the product. We are approaching customer service in an entirely new fashion, and we are looking for talented, motivated, dedicated individuals to help us define what the future of customer support should be.

Your Impact

• Provide technical leadership and management of a team of engineers who are responsible for supporting of NGFW on -prem and cloud, Prisma Access, and Integrated Applications

• Lead daily operations of the team in line with the company goals and objectives

• Ensure that your engineers have the resources and processes necessary for successful and sustained performance 

• Work directly with Engineering on cutting-edge new product development. With your combined technical expertise in our state-of-the-art cybersecurity platform, and knowledge and skills learned from prior technical support experience, as an ETAC engineer you will define supportability and usability requirements for new products during the design phase as well as post GA via enhancement requests.

• Manage a Customer Reliability Engineering (CRE) team working with our customers, internal support and engineering teams to help build and deliver our Cloud-based/Big Data SaaS products.

• Owns support product metrics cradle to grave to drive supportability and customer friendly features back into R&D

• Manage and appropriately escalate delivery impediments to our customers - including, risks, issues, and changes associated to the product development initiatives

• Own, deliver, and manage solutions supporting internal stakeholders for Cloud services, CI/CD, DevSecOps and product delivery automation

• Develop communication programs to connect the team with the rest of the engineering and product organizations

• Represent Global Technical Support at industry events

• Define and deliver a scalable software and service automation framework in partnership with other engineering leaders

• Recruit and retain the technical talent required to deliver services

• Be an escalation point for the support team for problems found by customers

• Manage a team that will triage problems to directly resolve or involve the correct resource supporting Development and our Technical Engineering Support teams.

• Communicate status of the systems via automation (customers) and targeted messages for our Technical Support teams.

• Utilize tracking of issue resolution (post-mortem) and work with this data to provide feedback for product improvement (supportability).

• Training support teams on the developed tools and processes. This is an ongoing deliverable.

• Innovate potential solutions experienced by our end users

Qualifications

Your Experience:

• Minimum ten years professional experience, including 3+ years experience managing technical teams.

• Deep understanding of TCP/IP, LAN/WAN technologies, and VPN solutions.

• Excellent communication skills for technical presentations.

• Proficiency in creating technical documentation.

• Experience with Palo Alto Networks products preferred.

• Willingness to work flexible hours.

• Development mindset with troubleshooting experience.

• Knowledge in scripting, REST APIs, and OpenSource technologies.

• Familiarity with cloud services and common Linux Distros.

• Experience with databases like SQL, MongoDB, Redis.

• Highly analytical with strong organizational skills.

Additional Information

The Team

Our 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 just evolves. Our technical team provides the behind-the-scenes support to meet our customer’s needs. As threats and technology evolve, 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.

We’re a fast-growing, immensely successful organization because of our people and products (built and supported by our people). We define the industry instead of waiting for directions. We need individuals who feel comfortable in ambiguity, excited by the prospect of a challenge, and empowered by the unknown risks facing our everyday lives that are only enabled by a secure digital environment.

Our Commitment

We’re trailblazers that dream big, 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 [email protected].

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.

Covid-19 Vaccination Information for Palo Alto Networks Jobs

• Vaccine requirements and disclosure obligations vary by country.
• Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
  • The job requires accessing a company worksite
  • The job requires in-person customer contact and the customer has implemented such requirements
  • You choose to access a Palo Alto Networks worksite
• If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.