Manager, Technical Support

Palo Alto Networks

. Lead the daily activities of a team of Designated Support Engineers .

Posted 9/23/2026full-timeUnited StatesMid-LevelSenior💰 $133,300 - $215,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing technical support teams, driving performance through mentorship and goal setting, while ensuring alignment with company objectives. Possesses advanced knowledge in Endpoint and Cloud Security, with a focus on incident response and crisis management in enterprise environments.

Highest-signal resume keywords

Team LeadershipCrisis ManagementEndpoint Security ExpertiseIncident ResponseCollaboration with Cross-Functional Teams

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical Support ManagementIncident ResponseCrisis ManagementEndpoint SecurityCloud SecurityAI-Driven AnalyticsProcess ImprovementTroubleshootingITIL FrameworksXDR/EDR Solutions

Soft Skills

MentorshipFeedback FacilitationCustomer ManagementGoal SettingCommunication

Tools & Technologies

SalesforceJIRACase Management Systems

Industry Keywords

High-Touch Technical SupportEnterprise ITNetwork SecurityCloud SecurityPost-Incident Reviews

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead the daily activities of a team of Designated Support Engineers
Align team activities with company goals and provide necessary resources and streamlined processes
Drive team performance through mentorship and goal setting
Provide actionable feedback and facilitate regular training
Act as a primary escalation point for complex customer issues
Manage customer priorities and expectations
Engage proactively in customer Quarterly Business Reviews and provide support best-practice insights
Lead Post-Incident Reviews to identify root causes and document lessons learned
Drive continuous process improvements across the team
Collaborate with Sales, Engineering, and Product stakeholders to improve service delivery and product supportability
Manage case- and account-level escalations using AI-driven insights and prediction models
Provide rotational and as-needed weekend, holiday, and on-call support

Requirements

What you’ll need

Bachelor's degree with 5 years of experience, or Master's degree with 3 years of experience, or equivalent practical experience
Minimum of 3 years of experience in a management or team lead role within a high-touch technical support environment
Demonstrated experience in crisis management and leading technical escalations for enterprise customers
Experience with incident response and troubleshooting in network security, cloud security, or enterprise IT environments
Direct technical experience in the Endpoint and Cloud Security industry, specifically with Cortex or similar XDR/EDR solutions
Advanced knowledge of Enterprise Endpoint technologies and modern security infrastructures
Experience collaborating with Sales, Product, and Engineering teams to improve product supportability
Familiarity with ITIL frameworks
Proficiency with case management systems such as Salesforce and JIRA
Familiarity with AI-driven analytics
Must be able to provide mandatory weekend and holiday shift work and on-call support
Employer will not sponsor applicants for work visas for this position

Benefits

Comp & perks

Restricted stock units may be included
Bonus may be included
Flexibility when needed within the primarily full-time office model
Reasonable accommodations for qualified individuals with a disability or special need